Digital Imaging X-ray Tech Support Engineer

Support technical service for digital X-ray system customers, with a focus on remote support, troubleshooting, and coordination across engineering and field teams.

Responsibilities

• Deliver general product-related technical support to dealers, primarily by phone and email, including installation, programming, start-up, spare part identification, schematics, documentation, warranty support, and failure or service troubleshooting
• Own complex support cases end to end: research, diagnose, troubleshoot, and identify solutions to drive resolution
• Perform advanced troubleshooting in person and via telephone for PC operation, including diagnosing system hardware and software and computer-related issues
• Install, troubleshoot, and coordinate repairs, including setup work that depends on system operation knowledge
• Repair equipment in-house; complete some travel as needed (approximately 10% or less)
• Handle and document customer interactions in a call management system
• Escalate complex issues and coordinate with Engineering and Manufacturing for escalation support, service, follow-up, and resolution
• Identify quality issues by collecting data and reporting through the appropriate channels for hand-off and closure
• Support the equipment repair process by advising field service technicians on procedures, spare parts, and test procedures
• When required, visit customer sites for evaluation, start-up, and/or repair, then report outcomes from site visits
• Conduct equipment repair according to the defined process; test equipment functionality, safety, and other needed features; report actions taken
• Follow reported customer technical issues through to resolution, including continued problem tracking
• Build and maintain product, service, and industry-related knowledge to stay current
• Coordinate dealer visits to customer sites with Field Service Engineers when required
• Support a 24/7 after-hours emergency support line on a pre-scheduled basis (alternating with other team members)

Requirements

• 3+ years experience in computer repair and computer networking (Required)
• Strong ability to understand and apply network principles to troubleshooting; experience with basic computer network setup and diagnosing workstation hardware and software
• Knowledge of personal computers and other peripherals
• Knowledge of how application interfaces relate to issues being diagnosed
• Basic network operating system fundamentals
• Proficiency in Windows Operating System, MS Office Suite, and Salesforce
• Analytical mindset with planning and self-learning skills
• Strong written and verbal communication skills for technical terminology
• Customer service-oriented approach and team collaboration
• Ability to complete tasks and projects with little or no supervision
• Highly organized, self-motivated, and able to prioritize efficiently
• Experience and knowledge in veterinary or medical imaging and x-ray systems desired (not required)
• Ability to adapt to change in a high-stress environment

Technologies

• Windows Operating System
• MS Office Suite
• Salesforce

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Location

• Niles, IL (Hybrid remote in Niles, IL)

Compensation

• USD 70,000 - 80,000 per year

Minimum Education

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or related field, or equivalent

Application Question

• Do you have any experience with X-ray or similar medical devices?