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Hologic Technical Support Specialist in Marlborough, Massachusetts

Technical Support Specialist

Post Date Feb 12, 2020

At Hologic , we’re an innovative medical technology company that enables healthier liveseverywhere, every day. We are also a company that prospers and grows, which is why we’ve been able to expand our offerings to empower even more people and champion women’s health

What powers our growth across Breast & Skeletal Health, Diagnostics and GYNSurgical is also what differentiates us: the exceptional and clinically proven capacity of our products to detect, diagnose and treat illnesses and other health conditions earlier and better . This clinical superiority creates high expectations, which we fulfill by continually challenging ourselves to improve health through better technology, education and market access.

None of this would be possible without the talent and passion of our employees. Together, our expertise and dedication to developing and sharing more robust, science-based certainty drives our global presence and a promising pipeline that responds to the unmet health and wellness needs of women, families and communities.

While we focus on women’s health and well-being, we are committed to having an even broader benefit on the world. Together, we advocate for better healthand wellness through solutions that provide ever greater certainty and peace of mind.

As a member of the Technical Support team, the Technical Support Specialist will be responsible for supporting external and internal customers for our Skeletal Health products via phone, e-mail and web.

This position will provide remote support, troubleshooting and issue resolution for Hologic customers (e.g. radiology technologists, biomedical engineers and field engineers) to facilitate the successful use of Hologic products.

This position will play a key role in delivering great customer experiences by providing responsive support which enables customers to maximize Hologic equipment uptime as well as facilitate them meeting their safety and regulatory compliance goals.

Duties & Responsibilities:

  • Provide technical support and service for HologicSkeletal Health customers via, phone, e-mail and web interactions

  • Perform troubleshooting and diagnose technical problemsusing remote diagnostic tools

  • Deliver consistent, high quality and responsive supportto external and internal customers

  • Take ownership of reported issues by being empatheticto the customer’s needs

  • Set expectations and manage reported issues through totheir completion

  • Document, track and manage all support requests,communications and actions in the CRM system

  • Follow established support processes (e.g. problemresolution, escalation) and best practices to ensure SOP compliance andpositive customer experiences

  • Expedite the resolution of all customer requests tomeet our standards for service excellence

  • Escalate issues to the appropriate resource to ensuretimely resolution

  • Collaborate with other team members and departments tofacilitate the problem resolution process

  • Use the Knowledge Base (KB) for research during problemresolution and regularly contribute content to facilitate the growth ofthe KB

  • Recommend the dispatch of Field Service Engineers forissues which cannot be resolved remotely

  • Maintain a current and requisite knowledge level foryour supported products

  • Attend training and self-study to acquire, maintain andimprove job skills

  • Escalate appropriate service issues and concerns tomanagement as necessary

  • Identify and embrace opportunities for continuousimprovement

  • Perform other duties and projects as assigned, to meetcompany and department objectives.

  • Adhere to the Company's quality and regulatorycompliance requirements, without exception, and ensures that all jobduties inherent in the position description are performed in accordancewith established policies and procedures.

Qualifications:

To perform this job successfully, an individual must be able toperform each essential duty satisfactorily. The requirements listedbelow are representative of the basic knowledge, skills, and/or abilitiesrequired.

  • Working experience and knowledge of customer supportwork processes and best practices needed to deliver great customer experiences

  • Excellent customer service and interpersonal skills

  • Excellent verbal and written communication skills andthe ability to convey complex information and procedures to novice levelusers

  • Demonstrated track record and passion for understandingand addressing customer needs

  • Strong analytical and problem-solving skills

  • Must possess the ability to work independently toresolve reported or discovered product issues

  • Highly organized and detail oriented

  • Strong follow-up skills with a keen eye towards drivingissue resolution

  • Results driven and dedicated to delivering outstandingwork

  • Proven ability to multi-task, work under pressure,adapt and thrive in a fast-paced environment

  • Strong knowledge of support tools such as CRM,knowledge management and ACD systems

  • Must have strong knowledge and expertise using theWindows operating systems

  • Experience and working knowledge of network technologies(e.g. TCP/IP) and remote access tools (e.g. VPN, Remote Desktop)

  • Proficiency in Microsoft Office products including Outlook,Word, Excel and PowerPoint

  • Basic understanding of medical imaging technology,DICOM and PACS storage systems is helpful, but not required

  • Ability to identify and assist with the implementationof process improvements

Education:

  • College degree required(Associate level and above).

  • A technical discipline suchas computer science, electrical/electronic/biomedical engineering a plus, or

  • Equivalent blend ofeducation and experience in a fast-paced technology environment

Experience:

  • A minimum of 4 yearsrelated job experience is required in a customer, technical, or field supportrole with at least 2 years spent in a technical support capacity for complexsoftware applications or medical devices

  • Prior experience in aservice environment working with customers to resolve problems related to medicalworkflow with emphasis on DICOM and network workflow, is a plus

Additional Details:

  • This position requiresthe ability to maintain consistent and timely attendance for assigned supportshifts.

  • Also, requires the abilityto work a full-time schedule with flexible work hours for assigned supportshifts, including select holidays, as well as the after-hours and weekend on-callrotation

Agency and Third Party RecruiterNotice:

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic, Inc. is proud to be an Equal Opportunity Employerinclusive of disability and veterans.

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