As a Tech Support Technician, this individual must be team oriented and flexible, and actively seek to share information and assist their peers.  Possesses excellent communication skills, both oral and written.  Demonstrates strong electronic repair troubleshooting methodology and maintains a high technical level of product knowledge.  Ability to read and follow electrical/mechanical schematics to assist in isolating fault to root cause component/assembly. Eagerness to work on and lead special projects, some of high visibility as assigned.  Looks for common-mode problem occurrences and seeks to resolve, both independently and with the aid of others.  Has a strong knowledge of business PC applications (MS Word, Excel & Power Point) and able to effectively use them to provide clear, concise information summaries and project updates as needed.Troubleshoots, cross-trains, services, installs (deploys) and repairs X-Ray and CT X-Ray equipment at customer sites.  Maintains field service log and filing system to properly initiate, organize and maintain all field service and job files until work is completed.  When not on travel or on an assigned shift, individual will provide assistance to Area Supervisor, Regional or District Manager or Product Support Staff.  Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements.  Conducts follow up calls with the customer to ensure satisfaction of work.The Technical Support Technician must be an example for others to follow.  Not only must they repair and maintain equipment at peak performance, they must exercise excellent communications skills to both internal and external customers, meet deadlines for scheduled work, complete all administrative tasks required for call completion and they must do so in a safe manner.  They are expected to be the technical lead for their site/area.  Responsible for driving continuous improvement of system performance and improving FST knowledge through on the job training.Possesses a high level of technical knowledge on the company’s  CT/X-Ray and Multiplexing technologies.Must be able to respond to emergency and non-scheduled calls for service on a daily basis within established response time goals.Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.Documents all inspections, maintenance, repair work and submits paperwork in a timely basis.Order, install, and return parts and manages repair parts cycle time.Maintains an accurate inventory of parts and tools.Reviews all logs for open issues and prepares formal reports to customers as necessary.Participates in Service Sales opportunities and assists with promoting and implementing revenue programs.Ensures that tools and test equipment are properly maintained and calibrated.Assesses product/equipment performance based on field support data; recommends modifications or improvements.Seeks to provide technical support to customers and other service professionals as required.Drives continuous improvement of systems at the site/area level.When needed, act as a liaison between the customer and other departments/functions within the company.Works with the Technical Support Supervisor to facilitate onsite and virtual 24/7 support to the Americas Field Service Delivery team on technical escalations and the Americas Services Program Team to deliver quality installations across the Americas.Establishes and maintains a close relationship with other Technical Support Technicians, Senior Technical Support Technicians, Area Supervisor and/or District Manager in order to support the needs of the customer and remain aware of current technical trends.Provides guidance to the Service Delivery Team in analyzing and resolving field problems promptly.Escalates quality and safety issues encountered in the field.May perform short or long term project management functions for specific products or customers.May be called upon to work on equipment that has little or no documentation or training.May be called upon to service/repair equipment, perform equipment audits, or participate in projects outside of assigned site/area. Installs, repairs and maintains equipment in the field; provides customer training as required.May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.Significant Travel required (up to 75%), and work hours other than Monday-Friday will be required.Comply with and ensure department compliance with Company health, safety and environmental policies.Comply with all applicable export control and security regulations.Required to successfully obtain and maintain government clearance(s).Other duties as required.Complying with and promoting all relevant legal requirements & Smiths policies and procedures, including business ethics, data protection and health & safety.Background:This position requires Sensitive Security Information (SSI) access and vetting via the TSA. Applicant must successfully pass a federal background investigation.
This position requires a U.S. Personal Security Clearance.SDI is a Federal Contractor and a drug-free workplace. By submitting an application, I confirm that I understand that the Company has a right to require me to submit to a drug test prior to employment and at any time during my employment, to the extent permitted by law.WORK ENVIRONMENT: Typically, the work environment will be in a classroom or laboratory environment. The job may also be performed off-site at the customer location. While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The noise level in the work environment is usually moderate.