Overview
At Spacelabs Healthcare, you make a difference.
Every member of our worldwide team plays an integral role in improving treatment and helping providers deliver exceptional care to their patients. From newborns to centenarians, more than 60 million people benefit each year from the advancements we make in patient monitoring and management, care coordination, and clinical decision support.
Driven by the belief that anyone who seeks care could be a member of our own family, our team is dedicated to solving the greatest challenges the healthcare system currently faces, including the need to enhance patient experience, improve population health, reduce costs, support care team well-being, and advance health equity. As part of our mission, we take pride in creating services and technologies that are personalized and tailored to support the needs of healthcare providers anywhere in the world.
Because while we may not be at a patient’s bedside, their health is still in our hands.
The Technical Support Engineer provides the Global Service Organization with Triage or 1st Line Technical Support covering all products sold by a particular Business Area. The Technical Support Engineer is expected to be able to resolve approximately 80% of inbound technical enquiries without escalation to a Product Specialist. They will also be expected to behave in a way likely to enhance the Company's reputation for providing caring , effective, long-term product after-sales support. Compliance with all company policies, procedures, and guidelines is essential at all times.
Responsibilities
- Resolving Technical Queries from Customers, Distributors and Staff.
- Must have strong interpersonal skills and technical product expertise; critical to responding to daily customer–centric activities.
- Responds to customers via inbound calls, faxes, and e-mails. Describing: equipment specifications, configuration requirements, operating and maintenance instructions and providing current part number information for all equipment and sub-assemblies.
- Assisting in the diagnosis of user error, configuration error, use of outdated software or the failure of a Field Replaceable Unit.
- Documenting All Inbound Customer Inquiries - Logging all calls, emails and faxes handled and documenting all information provided in the appropriate call tracking System.
- Must be able to remotely connect to Customer sites to properly diagnose, resolve and/or collect necessary log files (including but not limited to the Dept of Defense).
- Identification and Documentation of Reportable Events - Ensuring that any inquiry taken may constitute a Reportable Event and is properly documented and escalated to RA/QA.
- Escalating Issues That Cannot Be Resolved - Facilitating the smooth transition of all such issues to the Product Specialist Team, Clinical Education staff or other departments as appropriate.
- Assisting in the validation of Technical Documentation - To assist the Product Specialist Team, R&D and Enterprise Integration when validating the adequacy and suitability of technical documentation prior to release.
- Delivering Technical Training Courses - Teaching suitably qualified technical students to: (1) Operate the equipment. (2) Meet Preventive maintenance requirements. (3) Provide Corrective Maintenance (4) Design and complete an Installation.
- In-house Repair and Service Parts Preparation for Customers, Distributors and Staff- Provision of equipment repair and spare part preparation services.
- Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
- Demonstrate behavior consistent with the company’s Code of Ethics and Conduct.
- It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem.
- Duties may be modified or assigned at any time to meet the needs of the business.
Qualifications
Technical degree in related discipline or equivalent experience. Proficiency with Windows and Microsoft Office. Technical Support experience in a medical field (either biomedical studies or hospital IT experience). CompTIA A+ and/or Sec+ Certification is desirable. Previous call center experience is desirable. Previous experience as a hospital BioMed is desirable. Must be available to support regular weekday shifts as well as rotational weekends and on-call shifts. Successful completion of Spacelabs training required (including training done at the Company location). Must become fully competent in the application and operation of all assigned products and systems. Work various shifts as deemed necessary for successful installation and training. Required to register with a vendor credentialing service. As part of this process, you may be required to submit personal information to a credentialing service company, to provide proof of vaccinations or related medical information, and to comply with other requirements needed to be able to work at a customer site. May be required to complete US federal background check and requirements for access to US government facilities and/or government IT networks. Some domestic travel for training purposes may be required
Please review our benefits here: Life at OSI
The pay range above represents annual base salary only. Final compensation will be determined based on factors such as your job level, geographic location, date of hire, experience, job-related knowledge and skills, and education, in conjunction with market and business considerations.
Base salary is one component of your total rewards package. You may be eligible for long-term incentives, potential discretionary bonuses, and the ability to purchase company stock at a discounted rate through the Employee Stock Purchase Program (ESPP). OSI also offers comprehensive benefits, including various options for health plans, access to a 401(k)-retirement plan, health savings account, disability insurance, life insurance, AD&D insurance, leave of absence programs, and an array of voluntary benefits. In addition, paid time off is offered to be used for vacation, holidays, bereavement, and jury duty. Full-Time salaried employees are entitled to flexible time-off.
NOTICE TO THIRD PARTY AGENCIES
OSI Systems, Inc. and its subsidiaries (collectively “OSI”) does not accept unsolicited resumes from recruiters or employment agencies. If any person or entity, including a recruiter or agency, submits any information, including any resume or information regarding any potential candidate, without a signed agreement in place with OSI, OSI explicitly reserves the right to use such information and pursue and/or hire such candidates, without any financial obligation to the person, recruiter, or agency. Any unsolicited information or resumes, including those submitted directly to hiring managers, are considered and deemed to be the property of OSI.
Equal Opportunity Employer - Disability and Veteran Know Your Rights
Poster Link
https://www.eeoc.gov/sites/default/files/2023-06/22- 088_EEOC_KnowYourRights6.12ScreenRdr.pdf
OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.
