Technical Support Specialist – X-Ray Systems

🕒 October 1

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Konica Minolta Healthcare Americas, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1936

🏥 Healthcare

☁️ SaaS

🤖 Artificial Intelligence

Healthcare • SaaS • Artificial Intelligence

Konica Minolta Healthcare Americas, Inc. is the medical-imaging division of Konica Minolta operating in the Americas. It provides diagnostic imaging solutions including digital radiography hardware, PACS/RIS imaging software (Exa platform), service and support offerings, and operational intelligence tools (AeroRemote). The company also develops and integrates advanced clinical imaging techniques and AI-based image-processing capabilities (e. g. , bone suppression, dynamic digital radiography) in partnership with AI vendors to help hospitals, imaging centers and clinicians improve diagnostics and workflow.

📋 Description

• Serve as an escalation point of contact for service support management • Monitor the service desk ticketing system and meet required SLA response commitments • Document, track, and monitor problems through timely resolution • Respond to support requests across multiple communication channels • Investigate, identify, troubleshoot, and resolve technical issues for internal and external customers • Develop and improve troubleshooting processes, technical knowledge, and team performance • Assist customers with software and computing platform questions • Create and edit technical documentation and knowledge articles • Share knowledge, coach and mentor Support Specialists, and assist with training • Support customer visits, cross-functional teams, and projects • Liaise between Support and Development, escalating issues and documenting resolutions • Communicate with customers, X-ray dealers, IT personnel, and other stakeholders • Coordinate corrective action efforts • Assess system performance, product development, and product support • Provide product and service support throughout the product life cycle • Maintain relationships among customers, Sales, and Service Support • Report failures through the complaint management system • Provide customer follow-up for call center events • Advise management on training needs, improvement areas, prioritization, and product development issues • Maintain customer satisfaction and support NPS goal of 70 • Follow the department’s Call Quality Plan and LEAN 5S (6S) standards • Complete and maintain paperwork and training records • Complete additional projects and assignments as directed by management

🎯 Requirements

• Excellent deductive reasoning and troubleshooting skills • Ability to respond to frequent demands from multiple customers • Ability to work in a fast-paced, multitasked work environment independently and as a member of a team • Understanding of radiology principles • Excellent interpersonal skills and ability to articulate information to technical and nontechnical personnel • Working knowledge of computer networks, wiring diagrams, and X-ray systems, including mechanical, digital, and computed systems • Familiarity with medical software is a plus • Proficient in Windows OS and Network Server environments • Excellent verbal and written communication skills • Strong attention to detail when transcribing communications into the service ticketing system • Ability to work professionally and helpfully with customers, dealers, and Konica Minolta staff • Organized and punctual • Multilingual skills, particularly Spanish and/or Portuguese, are a plus • Ability to read highly technical repair information and manuals • Call center experience and extensive customer contact experience are valuable and critical to success and staff development • Bachelor's degree or related technical education/experience • 5+ years of experience servicing, installing, and maintaining medical X-ray systems and components • Medical technical support call center experience is helpful

🏖️ Benefits

• Optional work from home arrangement • Minimal travel may be required • Domestic travel approximately 10–20% to alternate KMHA sites, training or installation events, and possibly Sales/Service Conferences