Technical Support Engineer - Mahwah, United States - Mindray North America

Description

Ultrasound Technical Support

Milpitas CA


Job Summary:

Ultrasound Technical Support Engineer (TSE) supports our premium ultrasound products for our customers and field staff by providing technical assistance and operational guidance.

Typically this support is over the phone and some field visits may be required.

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. A sense of urgency regarding customer support and an enthusiastic, positive demeanor 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.

Position Specifications:
Essential Functions

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 (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

Knowledge/Educational Requirement
BS degree with a minimum of 3-5 years of experience (BS in BSEE/EET/CS preferred); or non-degree with 7+ years of experience
Diagnostic ultrasound service/support experience is strongly preferred
Skills and Abilities

Excellent organization and attention to detail
Demonstrated methodical/scientific approach to troubleshooting
Outstanding written/verbal communication and interpersonal skills
A passion for working directly with customers
Must be able to multitask and have excellent follow-through skills
Must be computer savvy with OS experience (Windows, 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)
Self-motivated; works effectively with minimal supervision
Team-oriented individual with exceptional communication and facilitation skills

Mindray North America offers an attractive compensation and benefits package plus an exciting professional environment. Only those who meet our requirements will be contacted. Mindray North America is an equal opportunity employer M/F/D/V
#J-18808-Ljbffr