Technical Support Engineer - US Only

Job Description

The eRAD Technical Support Engineer will be supporting the Radiology Information Systems (RIS) and Picture Archiving & Communications Systems (PACS) in high-intensity medical radiology environments. The Customer Support team is responsible for the management of eRAD RIS and PACS software and hardware products designed to enhance productivity in hospitals and medical imaging centers. The eRad Technical Support Engineer will be responsible for remote telephone and direct on-site support of new and existing RIS / PACS solutions at hospitals, imaging centers, and reading groups. The eRAD Technical Support Engineer will also be able to architect solutions to complex problems faced by clinicians and Radiologists actively providing patient care.

 

Essential Duties and Responsibilities 

  • Troubleshoot and resolve customer technical inquiries related to eRAD software products

  • Proactively communicate with customers to maintain positive relationships

  • Utilize information tools, training, and experience to provide high level of customer satisfaction

  • Participate in system administration duties and projects designed to decrease emergency technical support interactions and system downtime

  • Perform eRAD RIS / PACS system updates

  • Educate customers in system use and best practice methods, enabling them to provide top notch healthcare

  • Increase revenue streams by developing new sales opportunities and programs during customer interactions

  • Present and articulate advanced product features and benefits of eRAD RIS and PACS

  • Communicate effectively with both technical and non-technical customers.

  • Enlists the support of sales specialists, service resources, engineering resources, development resources and management resources as needed.

  • Closely coordinates company executive involvement with customer management.

  • Works closely with all company team members to ensure customer satisfaction and problem resolution

  • Responsible for managing a team of junior engineers

 

PLEASE NOTE:  This is not an exhaustive list of all duties, responsibilities and requirements of the position described above.  Other functions may be assigned, and management retains the right to add or change duties at any time.

 

Minimum Qualifications, Education and Experience

  • A thorough understanding of eRAD RIS / PACS benefits and advantages in the marketplace

  • Strong customer relationship skills with support and call center experience

  • Strong IT, networking, and computer skills

  • Experience troubleshooting complex applications and software products

  • Strong understanding and experience with PC and Server hardware platforms

  • Knowledge of archival and storage media

  • Excellent troubleshooting, diagnosis, and analytical skills

  • Excellent written and verbal communication skills

  • Linux system administration

  • All Windows Operating systems (Server and Windows 7 and above)

  • Ability to work flexible hours

  • PACS / Radiology experience a plus

  • Radiology Workflow experience a plus

  • BA / BS Degree.

  • Comp TIA Linux or RHCA or RHCT Certifications

  • CCNA / CCNP

 

Quality Standards

  • Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.

  • Caution and responsible approach when addressing system level needs.

  • Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance. 

  • Follows OSHA regulations, RadNet and site protocols, policies, and procedures.

  • Follows HIPAA, compliance, privacy, safety, and confidentiality standards always.

  • Practices universal safety precautions.

  • Promotes good public relations on the phone, via email and in person.

  • Adapts and is willing to learn new tasks, methods, and systems.

  • Completes job responsibilities in a quality and timely manner.

 

Physical Demands

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally.

 

Working Environment

Remote.

 

ACCOMMODATIONS
Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...