Hologic, Inc. (NASDAQ: HOLX) is a leading developer, manufacturer and supplier of premium diagnostics, medical imaging systems and surgical products dedicated to serving the healthcare needs of women. Hologic leads the industry in digital mammography systems and offers the most advanced technology for breast imaging and breast biopsy. Hologic’s core business units are focused on breast health, diagnostics, GYN surgical, and skeletal health. Hologic provides a comprehensive suite of technologies with products for mammography and breast biopsy, radiation treatment for early-stage breast cancer, cervical cancer screening, treatment for mennorrhagia, osteoporosis assessment, preterm birth screening, and mini C-arm for extremity imaging. For more information visit www.hologic.com

Job Posting Number: IRC6195

Job Title: Digital Imaging Support Specialist

Hours: 9am – 6pm

Summary of Duties and Responsibilities

• Provide technical support to customers using Hologic products including Digital Mammography and Digital Radiography and could include Bone Densitometry, Mammography, Fluoroscopic C-Arms and products incorporating digital radiology (DR) technology. This would include live telephone, customer call back, facsimile, and email. Small potential for remote diagnostic support.
• Provide technical support to Hologic customers, application trainers, field engineers, and trained bio-medical technicians worldwide.
• Communicate product improvements, latest repair techniques, and supply documentation to field engineers related to their specific installed base.
• Maintain product proficiency by assisting in application support and international support.
• Initiate timely and accurate updates of service activities into the customer support database.
• Assist in the part ordering, return authorization and computer configuration processes.
• Implement engineering change requests for reliability issues or product improvements.
• Escalate to management appropriate service issues and concerns.
• Assist the Service Engineering training department with technical content for in house courses, repair training equipment, perform upgrades, and occasionally lecture.
• Generate revenue through the sale of upgrades, sales and accessories, service contracts and consumables.
• Assist with or write documentation to enhance technical bulletins, user guides, procedures, and technical manuals.
• May require after hour’s telephone support or on-call availability.
• Very Limited travel may be required for complex repairs, installations, pre-site evaluations, training, and to assist with national trade shows.

Qualifications

• The ability to interact and communicate effectively with customers.
• Capable of performing installations and repairs in order to train users on the operation of our products.
• Organizational skills will be required for placing part orders / returns, documenting call trending, and communicating product reliability and service related issues / concerns.
• Also provide technical assistance to application support, international support, application trainers, and service administration
• He / she will participate in training courses for Hologic dealers, subsidiaries, trained bio-medical technicians, field engineers, and Service Engineering personnel.
• Must be willing to work in a fast paced, interrupt driven environment, while handling multiple concurrent tasks.
• Position requires considerable interpretation of data, independent judgment, and extensive product knowledge in order to handle varied situations.

Experience

• Telephone support experience essential with 1-3 years experience in a technical support role.
• Prior experience in a service environment (3-5 years) working with customers to resolve problems related to computer based electro-mechanical equipment, x-ray, digital imaging, or related medical diagnostic equipment.
• A strong background in computer hardware and troubleshooting is a major plus.
• Previous exposure to a call center is desirable.

Specialized Knowledge

• NT/Unix/Linux, Windows, MS-DOS, as well as networking and computer hardware. Working knowledge of networking, hospital information systems, and DICOM or PACS systems desirable.
• Familiarity with x-ray
• Above average communication skills required, both oral and written. Excellent troubleshooting skills are essential.
• The ability to multi-task and complete assigned projects accurately and timely is required.
• Must possess strong interpersonal and effective customer communication skills with a demonstrated sales aptitude.

How to Apply

Candidates should apply on-line, www.hologic.com, click on “careers” keyword, “IRC6195”