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Tech Support Engineer

Employer
Change Healthcare
Location
Glenn Dale, MD
Closing date
Jan 19, 2021
Transforming the future of healthcare isn't something we take lightly. It takes teams of the best and the brightest, working together to make an impact. As one of the largest healthcare technology companies in the US, we are a catalyst to accelerate the journey toward improved lives and healthier communities.Here at Change Healthcare, we're using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life. If you're ready to embrace your passion and do what you love with a company that's committed to supporting your future, then you belong at Change Healthcare. Pursue purpose. Champion innovation. Earn trust. Be agile. Include all. Empower Your Future. Make a Difference. Title: Tech Support Engineer Overview of Position: Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Learns to use professional concepts. Applies company policies and procedures to resolve routine issues. Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally. Normally receives detailed instructions on all work. Typically requires no previous professional experience. What will be my duties and responsibilities in this job? * Resolve customer requests that are initiated through multiple support channels, including: telephone and online support request submissions * Troubleshoot complex issues on production and test systems which utilize some of the following technologies: proprietary McKesson software, Local & Wide Area Networks, Windows Servers and workstations, Server hardware, and SQL databases * Liaison with internal teams, including R&D, Technical Response, Systems Engineering, Production & Installation, and Sales as required to deliver on customer requests * Perform scheduled preventative maintenance and systems administration functions at customer facilities * Provide effective management and resolution of escalations within the team as directed by support leadership What are the requirements needed for this position? * 10+ years of experience in hospital or PACS workflow responsibilities. * Ability to develop in-depth product knowledge and a commitment tocontinuous learning and personal development * Ability to provide effective management and resolution of escalations within theteam as directed by support leadership * Ability to maintain specialized knowledge and awareness of high impact zonecustomers * A strong desire to create a world-class customer experience while delivering on support requests through active communication and development of solid customer relationships What other skills/experience would be helpful to have? * Radiology workflow experience * Good understanding of SQL * PACS workflow experience * Microsoft OS level support * Good understanding of HL7 and DICOM What are the working conditions and physical requirements of this job? Due to COVID restrictions, this position will be a remote support position. You should have a quiet and functional space where you can professionally support customer requests. How much should I expect to travel? This position requires less than 10% travel. Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement. Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system! Equal Opportunity/Affirmative Action Statement Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf. If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.com with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted. Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy. Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.

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