Service Support Engineer

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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.

In addition, the SSE is responsible for training, developing, and preparing the Field Service Engineer (FSE) and Junior Field Service Engineer (JFSE) talent pool for field service. The SSE will also keep detailed training records and assist the Field Service Training Manager (FSTM) with the creation of training documentation and programs. The position provides remote technical support and in-territory assistance to FSEs when necessary.

The SSE position is an onsite position that requires daily or regular attendance in 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 provide the highest level of customer service in all interactions; represent Avante in a professional and positive manner.
• Assist Modality Support Specialists (MSS) 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 tech support via phone, Teams, and e-mail with Director of Service, Service Manager and technical staff to communicate information regarding system troubleshooting, diagnose the problem, and determine best practice to resolve issue.
• Communicate with Service Support team to receive and provide detailed follow-up information regarding 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 resolve equipment issues and 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 which generally includes 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 required.
• 1-3 years of diagnostic imaging field service repair experience in Cath/Angio or CT required.
• Associate degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience.
• Above average troubleshooting knowledge of any combination multi‑OEM/multi‑modality (Philips CV/CT or GE CT preferred).
• Any other CT or CV experience is a plus.

• Must be able to convey information by telephone, e‑mail, and in‑person and effectively communicate in…