Manages global CT service and technical support. The key interface between sales and customers for CT service solutions. Drives customer satisfaction through the timely and professional delivery of scheduled and unscheduled service.
Provides advanced remote and on-site technical support for assigned CT products including troubleshooting and repair
Leads Service New Product Introduction process in support of product launches
Key contributor to service training curriculum for global service partners
Provides project management and technical support for first-of-kind product installations
Works with global Operations to develop spare parts plans to ensure appropriate levels of stock are maintained
Interfaces with Engineering, Operations and Product Management functions to drive serviceability and reliability requirements into product roadmap. Works with R&D to ensure service tools, methods and manuals are developed and verified.
Collaborates with Quality and Regulatory departments to resolve customer complaints
Manages customer surveys to gauge key performance metrics
Associate’s or Bachelor’s degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and 4+ years of experience servicing medical imaging equipment.
Experience troubleshooting and repairing medical imaging equipment preferably CT and/or MR
Prior Service training experience a plus
Excellent verbal and written communication skills
Experience with service CRM programs to document, analyze and report on service issues and opportunities