Clin Eng Tech IV

Department/Unit:

Clinical Engineering

Work Shift:

Day (United States of America)

Salary Range:

$65,102.17 - $100,908.37

The Clinical Engineering Technician provides onsite and remote support for all medical equipment and systems and in person support needs. The Clinical Engineering Technician will take ownership of issues escalated to them and work to resolution utilizing all skills, experience, training, documentation and resources at their disposal. The Clinical Engineering Technician escalates and notifies employees appropriately according to documented standard operating procedures. The Clinical Engineering Technician is responsible for an exemplary customer service experience for all Albany Med employees during their interaction with Clinical Engineering. The Clinical Engineering Technician acts as a liaison between the customers and Information Services to resolve any issue that is reported, and will fulfill any project based or new requests that are assigned to them in the documented timelines.

The individual will utilize their knowledge and experience in combination with departmental standard operating procedures, processes, documentation and training to resolve issues. The individual will receive little supervision and will have latitude in decision making on resolving issue. The individual is expected to escalate systemic issues that are appropriate to communicate to senior peers or management, while still taking ownership of any issue that needs to be resolved and using their experience and knowledge to determine and fulfill the resolution. The individual will have knowledge of and excel at providing customer service and ensure that all written and verbal interactions with users meet those standards. The individual will have exemplary personal work ethic and strive to work effectively and efficiently.

Typical responsibilities include:

Support

• Respond to problems called in and repair the malfunctioning equipment in a timely manner, while resolving the root cause issue rather than the symptom of the issue
• Provide support with medical device troubleshooting, configuration and diagnostic tools
• Support enterprise future business growth and the movement and/or expansion of enterprise units
• Incorporate customer service standards into all daily work flows and actions
• Work as part of a team to meet goals set forth by Information Technology management
• Exceed documented and communicated statistical metrics that drive overall departmental performance;
• Take ownership of issue and incident resolution
• Provide all support actions that assist in the betterment of the end user experience of the Albany Med community
  
  

Supervision

• This position will provide guidance to the Clinical Engineering and Radiology Engineering Technician – Level I, II, and III positions, as well as train new Clinical Engineering Technician – Levels I, II, and III on their job responsibilities.
  
  

Contact with others

• High degree of contact internal and external to Albany Med including any user of any Albany Med medical device or system.
  
  

Other

• Maintain current technical expertise in the rapidly changing technology of Albany Med
• Use customer feedback as a basis for taking actions, which solve customer problems quickly and effectively
• Provide best effort support for non-standard devices
• Participate in on-call rotation and help troubleshoot customer issues
• Perform at or above the Information Technology performance standards
• Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)
  
  

Thank you for your interest in Albany Medical Center!

Albany Medical is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.