Technical Support Engineer (TSE) Zonare Medical Systems
Technical Support Engineer (TSE) will be supporting our premium ultrasound product for our customers and field staff. The candidate is expected to provide technical phone assistance to our customers and our own field staff. TSE will be distinguished by their ability to gain technical expertise, apply problem solving abilities and their resourcefulness in diagnosing and providing customer solutions. This proficiency will be combined with timeliness and reliable follow-through in resolving customer calls.
This position also provides opportunities for hands-on failure analysis of returned parts, repair, and testing of assemblies as well as a lab for use in support of customer equipment calls when not supporting customers.
Specific Duties and Responsibilities:
Provide first line technical phone support to customers, dealer service network, and Sales-Applications team
Reproduce and document customer issues
Work with internal groups (SW and HW engineering, Manufacturing, Sales and Operations, as well as Marketing) to address customer questions and issues
Give customers the best support possible
Identify product defects and follow proper escalation procedures when appropriate
Create, and maintain documentation, process standards, and service information
This is a customer facing position, not an internal IT support position.
- Indicates Essential Function
Required Skills and Experience:
Excellent organization and attention to detail
Excellent methodical/scientific approach to troubleshooting
Excellent written/verbal communication and interpersonal skills.
Interest in working directly with customers
BS degree with a minimum of 3-5 years of experience (BS in BSEE/EET/CS preferred)
o Non-degree candidates with sufficient technical experience or training may apply
Must be computer savvy with OS experience (Windows XP/Windows 7, MS Office Suite)
Able to promptly answer support related email, phone calls and other electronic communications.
Basic understanding of network technology (Network+ certification is preferred)
Self-motivated; works effectively with minimal supervision
Team-oriented individual with exceptional communication and organizational skills
Individual must be motivated to work independently as well as with teams. He or she must be able to manage multiple tasks and prioritize appropriately. Must be detail oriented with good written, verbal and organizational skills. PC skills including use of Windows Operating systems and MS office applications are required.
Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. There are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available. Some travel (
||420 North Bernardo Avenue |
Mountain View, CA 94043