National Support Eng - CT

National Support Eng - CT

Support service operations by utilizing technical product expertise in resolution of urgent issues, analyzing actions taken, and utilizing results to improve business practices. A high value is placed on improving repair speed (MTTR) and reducing repair costs. May be required to rotate through the remote service center and providing modality-specific technical support to CMSU external customers as well as internal customers (Applications). Utilizes product expertise to diagnose/resolve customer issues on first contact to minimize system downtime and maximize FSE dispatch avoidance. Credentialing requirements, including Covid vaccinations, are a condition of employment for this position. CMSU is an equal opportunity employer, and reasonable accommodations will be considered.

Responsibilities

InTouch Center & Front Line Support

• Provide after-hours on-call telephone support and direct escalation support to Customer Engineers and Customer Solution Specialists (CSS).
• Mentor CSS to improve call resolution and author product knowledge articles to increase effectiveness.
• Establish and monitor procedures to maintain the integrity and quality of the service problem/solution database.

InnerVision Development

• Define future functional and feature needs for InnerVision based on field experience.
• Assist with testing, deployment, and optimization of upgrades and enhancements.
• Develop and refine internal processes using Best Practice principles to support daily operational needs.

CMSC & NPI Support

• Differentiate product issues from routine service issues and investigate root causes.
• Serve as a technical liaison between Front Line teams and CMSC to identify, quantify, and resolve ongoing product concerns.
• Provide technical expertise to the CMSU Business Unit during NPI activities.

Training Academy Support

• Contribute technical knowledge to the development of training curriculum aligned with evolving business needs.
• Support instructional delivery, lab oversight, and competency assessments as required.

Overall Service & Business Performance

• Analyze InTouch cases to identify trends, recurring issues, and root causes across processes, hardware, software, and logistics.
• Develop and promote standardized troubleshooting methodologies, technical bulletins, and best practices that improve customer satisfaction and reduce costs.
• Establish measurement systems, influence service information systems, and provide financial impact analysis to support profitability-driven corrective actions.

Customer & Internal Technical Support

• Work directly with eligible external customers to remotely troubleshoot and resolve product issues via phone and remote tools.
• Collaborate with Clinical Support teams to analyze complex issues, monitor service alerts from installed systems, escalate issues as needed, and generate knowledge articles in accordance with established P&P.

Qualifications

• Previous technical support or field service experience at journey level demonstrating strong troubleshooting and analytical skills.
• Ability to develop and maintain effective internal and external working relationships.
• Ability to travel both nationally and internationally.
• Must maintain active motor vehicle/driver's license from the state where the employee resides.
• Minimum 7 years applied technical experience.

Pay Range

Pay Range: $107K to $193K