Job Details
Description:
As a key component of NXC ONE, this Applications/Clinical Support Specialist position is responsible for working cross-functionally to ensure efficient and effective customer support, improved service delivery and continued CT business growth through support of sales in clinical presentations. This Applications/CSS position will also support NXC Region KOLs and reference sites both in person and remotely via InnerVision to maintain maximum customer loyalty and successful show site visits. Expert use of InnerVision will enhance service support via troubleshooting and triaging customer issues (ex. Protocol/IQ, staff/training or service related). A true subject matter expert is required that desires working as a trusted partner with NXC Region customers both external and internal.
Location preferred in Minnesota or Wisconsin. Must be willing to travel across the NXC territory.
Responsibilities:
Support the growth and success of NXC ONE by working cross-functionally in these areas:
1. Prepare newly installed equipment.
Work with Service, customer, and Sales to ensure equipment is ready for Applications.
Raise any issues to the Service team, sales team and/or the customer.
2. Training
Prepare the training plan and manage the training process for the customer s staff. This could include physicians, technologists, and physicists.
Conduct training and ensure proficiency is achieved.
Prepare support plan for ongoing training needs and prepare deliver training as needed.
3. Troubleshooting
Key clinical contact for troubleshooting.
Work with Service on technical issues that may arise.
Utilize InnerVision for remote diagnostics and customer issue triaging (training/protocol or service related).
Assist with NXC service on monitoring hot sites that produce reports on system errors.
4. Customer Service
Be the first call of support for CT applications needs. May require after hours and holiday responses.
Must be able to access and work within Innervision to assist customers directly on scanner.
Maintain knowledge of basic Service Engineers role and some of the technical duties which may be requested (i.e.: entering Dicomm nodes, performing artifact checks, air calibrations).
Act as liaison between sales, service and customer when issues arise.
Have ability to view every person, inside or outside organization as your customer.
5. Subject Matter Expert
Maintain technical and clinical expertise and proficiency.
Assist Sales with sales presentations, site visits, and/or demos.
Work with local service engineers to help resolve customer and or equipment issues.
Maintain communication with Canon zone sales specialists, Canon service engineers and Canon National Zone service when needed.
Work with NXC service engineers to ensure any customer related items to prevent or assist with items on scanner are related. (i.e.: Dosealert setups, PGP setups, Bi Yearly Password)
6. Radiation Safety
Maintain necessary records for NXC owned CT scanner.
Maintain the required logs for QA.
Maintain basic safe protocols on the system, including removal of any site-built protocols which do not follow Canon guidelines for safe use.
Qualifications & Abilities:
Minimum Associate degree in Radiology Technology or digital imaging, or equivalent work experience.
Minimum 3 years clinical experience at a hospital or imaging center.
Previous experience as a trainer or teacher is an advantage.
High degree of professionalism.
Comfortable with presenting to groups.
Excellent problem-solving ability, critical thinker.
Excellent communication skills, oral and written.
Self-starter.
Strong organizational skills.
Ability to work with minimal supervision and have an entrepreneurial mindset.
Continuous learning, training, skills improvement required.
Maintaining all certs/credentials for technical position as well as for hospital vendor credentialling.
Must be willing to travel