Working under moderate supervision the role of the Clinical Support Engineer is to bring escalated incidents of complex product integrations, configurations, usability, and defects to closure. Closure is defined as not only resolving the incident but determining the root cause of the incident and creating a corrective action plan to prevent the issue from reoccurring or being re-escalated in the future. A person in this role must be comfortable prioritizing, tracking, and managing multiple issues concurrently and must display high levels of initiative, commitment, follow-thru, and effective customer communications.
Responsibilities:
- Interact with customer, Merge, and third-party resources to define, prioritize, investigate and resolve customer issues.
- Follow department procedures on managing and escalating customer issues.
- Provide regular updates to customers on outstanding issues.
- Proactively look for ways to improve not only the product but the customer experience and will be responsible for providing an exceptional level of customer service.
- Be an advocate for the customer on issues of functionality, usability, and performance.
- Be an advocate for the customer and Merge Support to Engineering and Product Management on issues of prioritization and serviceability.
- Transfer clinical and application knowledge to the members of the L1, L2 and L3 teams. This will be through a combination of one-on-one and group interactions/training, authoring of knowledgebase articles, etc.
- Analyze incidents for frequency and trending.
- Crisis management, after-hours work, and on-site troubleshooting may be required infrequently to ensure customer satisfaction and issue resolution.
- Pursues a program of self-development through the use of selected reading, seminars, and participation in continuing education.
- Identifies and communicates possible improvements in the work process for customers and peers.
- Performs other duties as assigned by immediate supervisor or upper management.
Core Competencies:
- General understanding of Cardiology/hospital enterprise workflow.
- Advanced understanding of Cath Lab specific and/or Nuclear Medicine Lab workflows.
- Understanding of Cardiology/hospital stakeholders and their roles and responsibilities.
- Willingness to rapidly acquire proficiency in new product technologies and functions.
- Must be a highly motivated self-starter with a professional and personable demeanor who thrives in a dynamic, challenging environment.
- Excellent verbal and written communication skills
- Ability to interface and influence at multiple organizational levels
- Proven organizational skills and the ability to effectively manage multiple priorities.
- Ability to break down complex problems into actionable parts and define approaches to issue resolution.
- Effective team player that can also work independently with little supervision.
- Ability to mentor and train others on your areas of expertise.
Qualifications Required:
Education Requirements:
- Degree from a Technical College/University or equivalent experience
- BS degree in technical and/or clinical discipline preferred.
Certifications:
- Cath Lab could be an RN or X-ray (ARRT) with certification as a Registered Cardiovascular Invasive Specialist (RCIS) credentialing from Cardiovascular Credentialing International (CCI)
- Nuclear Med - Certified Nuclear Medicine Technologist - CNMT
- PACS Administration background is a plus.
Experience
- 3+ years clinical hospital experience preferred
- Experience in DICOM, HL7, general computer network technology, high performance computing systems, and archival storage systems.
- 1 + years of experience in SQL scripting and HTML coding.
- Background in Cardiac catheterization laboratory and/or Nuclear medicine.
Required Training:
- Merative Employee Code of Conduct
- Merative Corporate IT Security Policy
- HIPAA Overview: Health Insurance Portability and Accountability Act
- Cybersecurity Awareness
- Merative ITS-POL-001 Corporate Security Policy
- Merative ITS-POL-002 End User Acceptable Use Policy
- Merative PRI-POL-001 Privacy by Design
- WHPS 110 Privacy and Security Supplemental Training
- Bystander Training
- Anti-Bullying Training
- HR-POL-002 Prohibiting Harassment, Bullying and Other Inappropriate Content
- HR-POL-007 Equal Employment Opportunity and Anti-Discrimination Policy
- Merge Healthcare Quality Management System as required by QS-2036 Training Matrix
Work Environment
The work environment characteristics here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Office environment: temperature controlled
- Travel: 0-15% Travel
Compensation
The salary range provided in this job posting is intended to reflect the general market value for the position. The actual salary offered may vary based on factors such as the candidate’s experience, qualifications, skills, and the specific requirements of the role. This range may also be subject to change as market conditions evolve. We encourage open communication throughout the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings.
Min – Max :
$93,944.24 - $140,916.36 (USD)
Benefits
The benefits described represent the current offerings at our organization, however, benefits are subject to change and may vary by location and employment status. We strive to provide a comprehensive benefits package that supports our employees’ health, wellness, and financial goals. Please note that benefits may be discussed in more detail during the hiring process.
Remote first / work from home culture
Flexible vacation to help you rest, recharge, and connect with loved ones
Paid leave benefits
Health, dental, and vision insurance
401k retirement savings plan
Infertility benefits
Tuition reimbursement, life insurance, EAP – and more!
It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.
Merative participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees
