Technical Support - Mammography Equipment

Position Overview

The Spec I, Ntl Tech Support - MG position is intended to provide technical assistance, primarily by telephone and on-site visits, to personnel on all HCUS Mammography (MG) and Women’s Health products. This is the first-level national technical support engineer position in the company.

• Provides national level technical support to HCUS personnel as needed via the telephone and on-site visits.
• Provides remote and over the phone troubleshooting and diagnostic analysis with customers and dealers over the phone and via email. Adheres to a 15-minute response time to returning service calls.
• Supports the sales and marketing teams with promoting the product(s).
• Prepares and disseminates information related to MG products to HCUS personnel to improve their ability to perform tasks related to the products.
• Approves FDA-2579 submissions for MG installations or certified component replacements.
• Assists with training classes under the direction and support of senior technical support team members.
• Helps roll out new MG products by participating in installations as needed. Continuously works with the installation team to improve processes and customer experience.
• Assists with field service work as company needs dictate.
• Maintains excellent working relationships with HCUS personnel in all departments.
• Works overtime and odd hours as needed, including at the “last minute.”
• Travels extensively to customer sites to solve problems as needed.
• Demonstrates excellent capability for analyzing, evaluating, diagnosing, and resolving extremely complex equipment problems in a minimum period of time.
• Adheres to and ensures compliance of all safety practices and quality procedures.
• Promotes both internally to the company and externally, the image and reputation of HCUS.
• Performs other duties as directed by the Manager, National Technical Support.
• Complies with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements, and all other applicable laws, regulations, and standards.

• At least five (5) years of previous experience maintaining and troubleshooting MG equipment at other companies, or at least three (3) years of HCUS Service experience with demonstrated proficiency in MG.
• Capable of operating all test equipment required to service MG equipment.

• Bachelor’s degree from an accredited four-year college—preferably in an electronics‑related discipline—or equivalent experience is required.

• Proficiency in Microsoft Office.
• Must be able to provide national‑level technical support in MG.
• Must have strong problem‑solving skills.
• Soldering proficiency desired.
• Must have ability to manage and provide support on multiple projects at the same time.
• Must have strong communication skills.
• Must have strong computer skills.
• Must be self‑motivated.
• Must be willing to travel and work long hours.
• Must have valid driver’s license with a safe driving record.
• Significant travel required.

The position requires the ability to perform the following physical demands and/or have the listed capabilities:

This position typically works in usual medical, clinical working environments, including sites under construction.

The position requires the ability to physically work in high magnetic fields of up to 3 Tesla, which could dangerously affect any implanted medical devices made of ferrous material, potentially causing serious injury and/or death.

• Standing/Walking – This activity occurs frequently and prolonged/repetitively.
• Sitting – This activity occurs frequently and prolonged/repetitively, including when driving to customer sites and/or flying.
• Lifting/Carrying – This activity occurs infrequently and periodically with light hand tools, a tool bag, cabinet covers weighing from 1‑20 lbs., diagnostic test equipment weighing 5‑60 lbs. and replacement components weighing 1‑75 lbs.
• Pushing/Pulling – This activity occurs rarely and periodically, primarily with the pushing of the 700‑1000 lb. mammography gantries.
• Bending – This activity occurs…