NATIONAL SUPPORT SPECIALIST

Probo Medical is a diagnostic imaging sales and service provider that delivers high-quality, affordable healthcare products and services to medical practices around the world. With locations that span across the US, Canada, the UK and parts of Europe, we’ve made it our mission to increase access to healthcare services for patients worldwide. We believe that it starts with reducing healthcare costs and empowering medical professionals to make smarter decisions for their healthcare business. As employees of Probo Medical, we focus on building quality relationships with customers, by empowering our teams to solve problems together and creating long-lasting relationships with our customers. If you have a passion for healthcare and share our common goal to help increase patient access to affordable, high-quality products and services, we encourage you to apply!

The National Support Specialist is responsible for providing nationwide remote phone and on-site support for the Diagnostic Imaging field service organization, as required and needed, to resolve complex technical problems and product issues that are beyond the technical capabilities of the Field Service Engineering team. This support is provided in connection with advanced diagnostic repair and service, installation, escalations, equipment upgrades, technical support, transfer of knowledge and training. Additional responsibilities will include more formal product training for Field Service Engineers and customers and serving as a product specialist and lead technical support specialist. Documents and maintain accurate records of inspections, repairs, escalations, calibrations, and work performed on all equipment. This position is home based and will require travel nationwide to customer locations, as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides nationwide technical support and training/transfer of knowledge, as the modality expert, to the Diagnostic Imaging field service organization, both remote over the phone and/or on-site, when needed. As appropriate, provides this technical support to customers as well. Proactively communicates new or updated information on processes and technical repair solutions.
• Provides day-to-day guidance and leadership to Field Service Engineers. Ensures that Field Service Engineers use appropriate troubleshooting and repair methodology, coaching and mentoring them throughout a service event to ensure a positive customer experience. As appropriate, it provides feedback to Field Service Engineer and/or Regional Service Manager on knowledge of or application of troubleshooting and repair methodology.
• Develops and delivers modality specific product training to field service engineers on the operation, service and repair, installation, equipment upgrades, etc. of the diagnostic imaging equipment and to the customers on the operation and use of diagnostic imaging equipment.
• As needed, assists in the on-site installation, advance repair and service, equipment upgrade, and/or preventative maintenance of modality imaging medical equipment, to minimize equipment downtime and reliance on the actual Original Equipment Manufacturer.
• Travels nationwide, as needed, to deliver advanced diagnostic imaging service.
• Assists Diagnostic Imaging service management team in part approvals and escalation Recommendations. Escalates customer issues and unresolved product problems to Diagnostic Imaging service management in a comprehensive and timely manner.
• Assists management team in Root Cause Corrective Actions and equipment investigations and other duties as needed.
• Establishes and maintains a high level of customer satisfaction through service excellence.
• Ensures accurate and timely completion of records of all installations and deinstallations, repairs and maintenance and of all regulatory compliance paperwork. Returns unused or failed parts promptly, maintaining accurate records accordingly.
• Responds to customer inquiries in writing, in person, or via telephone as needed.
• Promotes service contract offers and assist sales in selling service agreements to customers for specific modalities diagnostic imaging equipment.
• Completes expense reports and submit them within the established guidelines of the department.
• Observes and promotes company standards and policies on safety, quality, and productivity.
• Provides on-call service coverage on a rotating basis, as needed.

Primary job responsibilities are those which an employee must be able to perform with or without accommodation. The list of requirements, duties and responsibilities is not exhaustive but is the most accurate list for the current job. Probo Medical reserves the right to revise the job description as well as require that other duties be performed as needed.

Required Education and Experience:

• Associate degree in electronics, biomedical engineering, biomedical technology, electrical engineering or equivalent OR military equivalency. High school diploma or GED equivalent required.
• 5-10 years’ experience servicing PET imaging equipment.
• Clear demonstration of exceptional history of mechanical, electronics, or electrical work experience, either in a field of service or hospital-based setting.
• Clear demonstration of exceptional experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
• Clear demonstration of exceptional experience troubleshooting and responding to customer concerns.
• Solid computer skills, including working knowledge of Microsoft Office, software operating systems, and network technology.
• Previous experience interfacing with both internal team members and external customers as a part of a solution-based service process.
• Clear demonstration of in-depth familiarity with the use of common electronic test equipment including Digital Multi-Meters and safety analyzers.
• Clear demonstration of exceptional previous experience with or ability to interpret schematics, wiring diagrams, illustrated parts diagrams and technical manuals of biomedical and imaging instrumentation.
• Valid driver’s license, good driving record, and ability to pass a motor vehicle record check.
• Advanced knowledge PET imaging service and computers
• Ability to resolve problems, think analytically, work independently, and communicate professionally.
• Willingness to work flexible hours and overtime, often on short notices, and to work a rotating on-call service schedule, including weekends, for critical issues and coverage.
• High degree of mechanical aptitude.
• Excellent interpersonal and communication skills
• Resourceful, with the ability to work independently.
• Strong time management skills.
• Ability to adapt to changing circumstances.
• Decision-making, problem resolution and creative thinking skills.
• Attention to detail.
• Ability to multi-task activities with shifting priorities.
• Will be required to adhere to certification/credentialing required by the Customer in
• connection with admission into its facilities to perform job duties.
• Customer requirements to allow admission into its facilities to perform job duties will include but are not limited to drug testing and immunizations as dictated by the customer or facility

Preferred Education and Experience:

• Bachelor’s Degree in Electrical Engineering or Biomedical Engineering.

TRAVEL REQUIREMENTS

• The position will require the ability to travel, up to 50% of the time.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those individual encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• Monitor the typical office and field safety and environmental conditions within the designated facility and report deficient conditions if needed in accordance with the PROBO Safety Manual.

The physical and mental requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• Ability to lift, carry and move various items of a minimum of 50 lbs. while utilizing proper technique.
• While performing the essential functions of this job, the employee is frequently required to stand, walk, sit and drive for long periods of time.
• The employee must have use of hands and fingers and be able to reach with hands and arms, speak and hear.
• Ability to operate an automobile. Valid state driver's license and good driving record.