Technical Support Engineer (TSE) Zonare Medical Systems
Technical Support Engineer (TSE) supports our premium ultrasound products for our customers and field staff by providing technical assistance and operational guidance. Typically, this technical support role is mainly over the phone. Some field visits may be required. TSE will be distinguished by their ability to gain technical expertise, to 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. A sense of urgency regarding customer support with enthusiastic and positive attitude is essential.
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 directly.
Specific Duties and Responsibilities:
Provide first line technical phone support to customers, dealer service network, and Sales/Applications team
Reproduce, document and resolve customer issues
Work with internal groups (Software and Hardware engineering, Manufacturing, Sales, Finance, Operations, and Marketing) to address customer questions and issues
Understand, set, manage and exceed customer expectations
Identify product and operational related issues and assist cross-functional teams in generating solutions
Create, and maintain documentation, process standards, and service information
This is a customer facing position, not an internal IT support position.
Required Skills and Experience:
BS degree in EE/EET/CS or related field, with a minimum of 3 years of technical or customer support experience, preferably in Medical Device industry or
Non-degree holder with extensive technical or customer support experience or sufficient technical training
Strong organization skills and attention to details
Excellent methodical/scientific approach to troubleshooting
Good written/verbal communication and interpersonal skills
A passion for working directly with customers and a team player
Must be able to perform multi-tasks and have outstanding follow through skills
Must be computer savvy with OS experience (Windows XP/Windows 7, MS Office Suite)
Able to promptly answer support related emails, phone calls and other electronic communications
Basic understanding of network technology (Network+ certification is preferred)
Individual must be motivated to work independently as well as a team member.
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 (
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