Technical Support Engineer Apprentice

Overview At Spacelabs Healthcare, we are on a mission to provide continuous innovation in healthcare technology for better clinical and economic outcomes. Our scalable solutions deliver critical patient data across local and remote systems, enable better-informed decisions, increase efficiencies, and create a safe environment for patients. Why work at Spacelabs? Because lives depend on you The Technical Support Engineer provides the Global Service Organization with Triage or 1st Line Technical Support covering all products sold by a particular Business Area. The Technical Support Engineer is expected to be able to resolve approximately 80% of inbound technical enquiries without escalation to a Product Specialist. They will also be expected to behave in a way likely to enhance the Company's reputation for providing 'caring, effective, long-term product after sales support'. Compliance with all company policies, procedures and guidelines is always essential Responsibilities Resolving Technical Queries from Customers, Distributors and Staff. Must have strong interpersonal skills and technical product expertise; critical to responding to daily customer-centric activities. Responds to customers via inbound calls, chats, and e-mails. Describing: equipment specifications, configuration requirements, operating and maintenance instructions and providing current part number information for all equipment and sub-assemblies. Assisting in the diagnosis of user error, configuration error, use of outdated software or the failure of a Field Replaceable Unit. Documenting All Inbound Customer Inquiries - Logging all calls, emails and faxes handled and documenting all information provided in the appropriate call tracking System. Must be able to remotely connect to Customer sites to properly diagnose, resolve and/or collect necessary log files (including but not limited to the Dept of Defense). Identification and Documentation of Reportable Events - Ensuring that any inquiry taken may constitute a Reportable Event and is properly documented and escalated to RA/QA. Escalating Issues That Cannot Be Resolved - Facilitating the smooth transition of all such issues to the Product Specialist Team, Clinical Education staff or other departments as appropriate. Assisting in the validation of Technical Documentation - To assist the Product Specialist Team, R&D and Enterprise Integration when validating the adequacy and suitability of technical documentation prior to release. Becoming Spacelabs Certified with ability to instruct Biomed and other IT personnel: (1) Operate the equipment. (2) Meet Preventive maintenance requirements. (3) Provide Corrective Maintenance (4) Design and complete an Installation. In-house Repair and Service Parts Preparation for Customers, Distributors and Staff- Provision of equipment repair and spare part preparation services. Uphold Spacelabs values of Customer Obsession, Ownership Mindset and Superior Results. Demonstrates behavior consistent with the Company's Code of Ethics and Conduct. It is the responsibility of every Spacelabs Healthcare employee to report to their manager or a member of senior management any quality problems or defects for corrective action to be implemented and to avoid recurrence of the problem. Duties may be modified or assigned at any time to meet the needs of the business. Qualifications Technical degree in related discipline or equivalent experience. Proficiency with Windows and Microsoft Office. CompTIA A and/or Sec Certification is desirable. Some experience with SQL and query writing. Technical Support experience in a Medical field, desirable. Previous experience providing international Technical Support is desirable. Previous call center experience is desirable. Previous experience as a hospital BioMed is desirable. This position may require shift work and/or participation in an on-call rotation. International and Domestic Travel may be required, less than 5%. Ability to lift up to 25lbs. Must be available to support regular weekday shift as well as rotational weekend and on-call shifts. Successful completion of Spacelabs training required (including training done at Company location). Must become fully competent in the application and operation of all assigned products and systems. Work various shifts as deemed necessary for successful installation and training. Please review our benefits here: Life at OSI The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location and date of hire. Please note that the salary information shown above is a general guideline only. Salaries are based upon candidate experience and qualifications, as well as market and business considerations. NOTICE TO THIRD PARTY AGENCIES OSI Systems, Inc. and its subsidiaries (collectively "OSI") does not accept unsolicited resumes from recruiters or employment agencies. If any person or entity, including a recruiter or agency, submits any information, including any resume or information regarding any potential candidate, without a signed agreement in place with OSI, OSI explicitly reserves the right to use such information, and pursue and/or hire such candidates, without any financial obligation to the person, recruiter or agency. Any unsolicited information or resumes, including those submitted directly to hiring managers, are considered and deemed to be the property of OSI. Equal Opportunity Employer - Disability and Veterans EEO is the Law Poster Link: https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_self_print_poster.pdf OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.