What are the responsibilities and job description for the HEYEX 2 Expert Technical Support Specialist position at HEIDELBERG ENGINEERING INC?
JOB SUMMARY:
The HEYEX 2 Expert Support Specialist is responsible for providing expert level technical phone and e-mail support for Heidelberg Engineering?s HEYEX 2 installation base within the USA for Standard A, A , and Enterprise system configurations, including support for 3rd party integration, PACS, HL7 and DICOM support.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide expert technical support for Heidelberg Engineering?s networked systems by interfacing with HEI project engineers and customer IS department as needed.
- Responsible for product support, during introduction and evaluation phase of new networked product releases, during major installation and troubleshooting assignments, and for implementation/debug of custom interfaces at customer sites.
- Assist, when needed, with technical tasks associated with an upgrade project, including software and applications module installations and configuration.
- Facilitate communication of connectivity problems/solutions with other vendors
- Communicate product reliability issues/ concerns and product improvement suggestions based on installation and support experience to service management.
- Escalate and document product performance or customer satisfaction issues and concerns to management in a thorough and timely fashion.
- Enter and/or update relevant Case Ticketing information into Salesforce.com
- Serve as the subject matter expert (SME) for all support and training needs.
- Recommend training requirements for HEI service and support personnel, as necessary.
- Provide support of Heidelberg Eye Explorer 2 advanced server environments.
- Perform all other duties as assigned by service management.
- Act as the escalation path for Heyex 2 tier one support.
- Assist in creating and updating a HEYEX 2 Wiki.
- Interact directly with MC via email and Teams for expeditated support.
