Clinical Application Support Engineer at Minnetonka

COMPANY OVERVIEW:
Vital, a Toshiba Medical Systems Group Company, is a market leader in advanced visualization software solutions for physicians and healthcare specialists. The companys sophisticated technology gives radiologists, cardiologists, oncologists and other medical specialists productivity and communications tools that can be accessed throughout the enterprise and via the Web at anytime and anywhere for patient care and treatment planning. Vitrea® software has been installed at more than 5,000 hospitals in over 80 countries. Established in 1988 and headquartered in Minneapolis, Vital Images also has offices in Europe and Asia. For more information, visit www.vitalimages.com

BASIC PURPOSE AND OBJECTIVES:
The Application Support Engineer (ASE) position will be responsible for providing both technical and application support for all of Vital Images software and hardware platforms. This position supports the use of our product by our customers. This person works closely with our Technical Support Engineers (TSE). While the TSE and ASE share many responsibilities, the ASE is focused on the clinical application aspects of our product while the TSE is centered on the technical functionality.

OVERALL OUTPUTS, DUTIES AND RESPONSIBILITIES:
• Demonstrates a professional phone manner and presence with a customer-focused attitude toward issue resolution.
• Ability to perform well individually and in a team environment to trouble-shoot complex problems and research resolutions (via analyzing, testing or modifying computer systems/programs, consulting with manufacturers, etc…)
• Serve as a clinical application resource for customers and team members.
• Provides both technical and application software support to Vital Images customers.
• Records all customer call activity in Vital Images call tracking database differentiating between complaints and non-complaints per FDA guidelines. Identify complaints that constitute potential hazards and bring them to the attention of the Manager of Customer Support, per Vital Images procedures.
• Assists with hardware support to customers. Functions as a liaison between the system manufacturer and the customer, when needed.
• Conducts remote installations and/or system upgrades as needed.
• Interacts with cross-functional product development and continuation engineering teams to ensure customer requests are reviewed.
• Capable of traveling to a customer site to resolve issues directly. Application Support Engineers can be expected to travel 10% of the time.
• Application Support Engineers may be required to work on-call after hours.

EDUCATION AND EXPERIENCE REQUIREMENTS:
• ARRT Certification required.  BS/BA in Computer Science, Biology, Management Information Systems, Medical field, or equivalent experience
• Ideal candidate will have extensive experience using Vitrea or competing 3D post processing clinical application in the field.
• Proven track record working directly with doctors, specialists, technicians, etc. in a clinical environment.
• Experience as an educational trainer is a plus.
• Strong technical aptitude is critical.
• Experience with supporting software systems and the integration of such systems into both LAN and WAN networks is a plus, but not required.
• Knowledge in Microsoft server operating systems is a plus.
• Have a beginning understanding of Microsoft IIS web server.
• Understanding in networking technologies and troubleshooting methods a plus.
• Ability to work on multiple concurrent tasks/activities and meet customer expectations.
• Demonstrated excellent verbal and written communication skills, including call tracking database entry, information sharing among peers, and customer handling.
• Ability to communicate to customers with courtesy and urgency, to achieve customer satisfaction.
• Visible skills in creativity and innovation in order to provide customers with solutions as issues arise.
• Preferred: Two or more years experience in a clinical and/or radiology environment.
• Must have a valid driver’s license.

PHYSICAL REQUIREMENTS:
Must be able to lift up to 75 lbs.

WORKING CONDITIONS:
Regular business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Hours can vary and expand as dictated by project demands.

We are an Equal Opportunity/Affirmative Action Employer M/F/D/V

Country: USA, State: Minnesota, City: Minnetonka, Company: Vital Images Inc..