Service Support Engineer

Join to apply for the Service Support Engineer role at Avante Health Solutions
.

The Service Support Engineer (SSE) is a critical resource to Avante’s field service and training operations. Through technical expertise and troubleshooting, the SSE ensures an efficient and accurate response to customer service and parts calls. With access to parts inventory and QA testing bays, the SSE ensures the availability of high‑quality parts and assists in the development of new and improved testing procedures.

The SSE is also responsible for training, developing, and preparing the Field Service Engineer (FSE) and Junior Field Service Engineer (JFSE) talent pool for field service. The SSE provides remote technical support and in‑territory assistance to FSEs when necessary. This onsite position requires daily or regular attendance at the Avante Charlotte COE.

• Collaborate with the Technical Solutions Director and Director of Warehouse Operations to train and/or schedule onsite training to ensure that FSEs and JFSEs receive necessary professional development.
• Inspect and test fully repaired parts to ensure quality control and that Original Equipment Manufacturer (OEM) specifications and guidelines are adhered to.
• Maintain assigned Quality Assurance (QA) bays.
• Support the service, parts repair, and other support teams with technical expertise and assistance in the development of new and/or improved troubleshooting and testing procedures.
• Serve as an instructor for customers and provide onsite customer training.
• Ensure company values are upheld in all customer communications and deliver the highest level of customer service; represent Avante in a professional and positive manner.
• Assist Modality Support Specialists with preparation and materials needed for training classes.
• Use critical thinking to resolve issues within defined procedures and practices to identify appropriate action to repair equipment rapidly and accurately.
• Provide remote technical support via phone, Teams, and e‑mail with the Director of Service, Service Manager, and technical staff to communicate information regarding system troubleshooting, diagnose problems, and determine best practices to resolve issues.
• Communicate with the Service Support team to receive and provide detailed follow‑up information about new service calls, follow up on open calls, and bring issues to closure.
• Resolve system and component issues by reloading software and replacing hardware to maximize equipment performance to OEM specifications.
• Train and disseminate knowledge to the rest of the organization regarding equipment troubleshooting and repair.
• Comply with policies, guidelines, and regulatory requirements per ISO 13485:2016 standards and the company's Quality Management System.
• Demonstrate success and a passion for servicing and learning new technologies, including training opportunities in Avante supported modalities and system models.
• Identify improvement opportunities to processes and offer applications and solutions to promote optimal efficiency.
• Work professionally, respectfully, and efficiently with all levels within the organization.
• Adhere to all company employment policies and safe practices.
• Perform other duties as assigned.

• 2 to 4 years of medical diagnostic imaging troubleshooting and repair experience.
• 1 to 3 years of diagnostic imaging field service repair experience in Cath/Angio or CT.
• Associate degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience.
• Above‑average troubleshooting knowledge of multi‑OEM/multi‑modality (Philips CV/CT or GE CT preferred).
• Any other CT or CV experience is a plus.

• Ability to convey information by telephone, e‑mail, and in‑person and effectively communicate in one‑on‑one and small group situations with customers, vendors, and/or other employees.
• Proficient with Microsoft Office, including Word, Excel, and Outlook.
• Ability to work in a fast‑paced environment while juggling multiple projects/tasks.
• Ability to resolve problems…