Hologic Product Support Engineer - Danbury, CT / Newark, DE in Danbury, Connecticut

Product Support Engineer - Danbury, CT / Newark, DE

Post Date Jan 08, 2019

At Hologic, we’re an innovative medical technology company that enables healthier lives everywhere, 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, GYN Surgical and Medical Aesthetics Solutions 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 health and wellness through solutions that provide ever greater certainty and peace of mind.

Job Summary:

The Product Support Engineer, Service Engineering is independently responsible and accountable for representing the service team for the technical evaluation, introduction and support of Breast and Skeletal Health products. Works on complex issues where individual analysis of situations or data requires an in-depth evaluation of variable factors which may include customer impact, Hologic business priorities and regulatory requirements. This positon will be responsible to drive the service needs of the business with Marketing, Engineering, Applications, Installation Coordinators, Service Training and Sales concerning the performance, implementation and development of our products. This position requires frequent interfacing with product engineering, SQA, project managers, and technical writers to learn, understand, troubleshoot, and teach to all levels of learners the features and functions of the product.

As a Service Core Team Leader, the Product Support Engineer, will act autonomously to execute on service deliverables for product introductions to Hologic Service and Hologic Service Partners. They will also be dedicated to supporting the product(s) by responding to escalated product issues, timely communication, root-cause analysis, performance and process improvement, troubleshooting and resolving complex service support issues while working directly with customer support, field service, and customers. In addition provide feedback to the engineering and product teams to identify and improve service capabilities.

Summary of Duties and Responsibilities

  • Key decision maker and functional owner for product release during the Insight Driven Innovation process.

  • Coordinates the delivery of information to all functional teams of Service as they relate to product releases and updates.

  • Provide direct support of escalated problems to internal and external customers.

  • Takes ownership of reported problems and owns/manages them through to their completion while providing follow up details to the field team on a regular basis.

  • Accountable to represent service on assigned product projects by attending meetings to review product specifications and to identify / communicate service concerns.

  • Provide guidance and analysis to customer workflow needs for viable product solutions with the Technical Sales Specialists.

  • Evaluate unconventional proposed workflows with product engineering.

  • Write, review, validate, and implement technical documentation (bulletins, user guides, procedures, and manuals) for use by in-house and field personnel on how to properly install and maintain Hologic products.

  • Maintain a current, in-depth knowledge of the product, its functions and diagnostic capabilities to support service, pre-sales and professional service needs.

  • Enhance content to knowledge base tools and utilize these tools to research, document problems and provide solutions.

  • Develop and provide product training to Hologic Service Training, product support teams, and Hologic Service providers.

  • Deliver consistent, high quality, appropriate levels of training on supported product(s), service tools, and complementary technologies.

  • Escalate appropriate service issues and concerns to management as necessary.

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

  • Adheres to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures.

Qualifications

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

  • The ability to communicate effectively and convey complex theories and procedures to all level individuals.

  • Must be familiar with Linux and Windows operating systems.

  • Capable of performing installations and repairs in order to train users on the operation of our products.

  • Possess a keen, flexible and aggressive intellect with superb conceptual thinking, analytical and problem-solving skills.

  • Capable of designing, developing, and delivering technical training courses on new or existing products to satisfy in classroom instruction and online training.

Education

  • BA/BS degree or related technical discipline in computer science, electrical / electronic engineering, or an equivalent blend of education and experience.

Experience

  • A minimum of 7 years related job experience is required in a customer, technical, or field support role with at least 2 years spent in a product support capacity.

  • Prior experience in a service environment working with customers to resolve problems related to hospital workflow with emphasis on DICOM and network workflow.

Specialized Knowledge

  • High level knowledge of imaging technologies, DICOM and a strong understanding of application integration and mammography workflow.

  • Working knowledge of mammography equipment.

  • Familiarity with various medical devices such as MRI, Ultrasound, Bone Density, etc.

  • Familiarity with Electrical, Mechanical, and Software design concepts.

Additional Details

(Including Physical & Mental requirements)

  • Must be able to lift and carry product weighing approximately 50 lbs.

  • Maintains a travel schedule that is consistent with the requirements of the position; adjusts work schedule to meet customer demands; participates in after hour’s related projects and travel as necessary. Available to travel on short notice for overnight trips or longer to meet the customer needs.

  • Domestic and international travel may be required for complex repairs, installations, pre-siteevaluations, and training.

Agency and Third Party Recruiter Notice:

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 Employer inclusive of disability and veterans.