Job Description for:
(Technical Support Administrator, Bothell WA)
FUJIFILM SonoSite, Inc., is the world leader in hand-carried ultrasound. Our high performance, lightweight and portable ultrasound systems enable clinicians to provide improved patient care. We are an innovative and high performance culture with tremendous opportunities. Working at SonoSite will give you the unique opportunity to contribute to the advancement of healthcare throughout the world. SonoSite is headquartered in Bothell, Washington and is represented by a global distribution network in over 100 countries. FUJIFILM SonoSite, Inc. is an equal opportunity employer and strongly supports diversity in the workplace.
This position is responsible for daily interaction with internal and external customers to troubleshoot and resolve technical issues with SonoSite equipment and/or PC connectivity. Answer these technical issues via email, incoming, and outgoing phone calls. Assist BIOMED technicians with troubleshooting and provides part numbers and pricing for out of warranty equipment. Assist field sales and application staff during sales calls and installation of new equipment. Coordinate loaner equipment for broken systems. Provide service/parts to field sales staff for their demo equipment. Provides estimate quotes for out of warranty repairs and works with inside sales for service contract quotes. Document all above activity in Oracle service request module for data collection & analysis.
•Proactive support and service to customers
•Handle in coming e-mail and telephone support requests
•Troubleshoot and resolve technical issues and answer questions relating to the installation and operation of system components
•Respond to customer’s technical problems and request for service
•Provide/Coordinate the repair of returned equipment
•Troubleshoot and isolate hardware faults to the PCBA level
•Provide root cause analysis of failures as required
•Enter problems and resolutions in an electronic knowledge base
•Training and preparation of training materials
•Provide feedback to product development and engineering on product serviceability issues.
•Responsible and accountable for carrying out the requirements of the company's quality system.
Knowledge and Experience:
•2 year technical degree or equivalent work experience
•2+ years experience in technical support/help desk role or related experience preferred
•Experience in a medical equipment manufacturing and service environment preferred
•Experience in Oracle software products preferred
•Current knowledge of medical/electronic technology preferred
•Knowledge of MS office products
•Excellent customer service skills
•Technical, organizational and client skills
•Ability to troubleshoot
•Ability to multi-task with minimal supervision
•Ability to work in team environment
•Ability to travel occasionally
•Able to lift 25lbs with or without accommodations
FUJIFILM SonoSite, Inc. offers a fantastic compensation package, including benefits, and a 401k program. Visit us today to learn more about our exciting technologies and how you can make a difference. To apply and obtain further details regarding key responsibilities and experience requirements, check out our careers page at www.SonoSite.com/careers .
SonoSite Inc. - 10 months ago