Shared Imaging is a privately held organization that has been committed to growing organically and has doubled our revenue in the past 10 years and is committed to having the best technology possible to help support our clients. We pride ourselves on our White Glove service model by delivering the best patient experience possible.
Shared Imaging is looking to add a Customer Service PET/CT Specialist to our technical operations team.
Summary of Job Responsibility
The Customer Service PET/CT Specialist - is a technically oriented service professional that proactively assists in servicing Shared Imaging's customer's PET/CT (Positron Emission Technology Computed Tomography) diagnostic imaging equipment. As a partner in the service delivery and customer management process, the role takes ownership of all technical account management delivery and service reporting. In this role, the Customer Service PET/CT Specialist will be responsible for meeting the daily service repair assistance of the PET/CT imaging equipment and driving customer satisfaction through service and relationship excellence. The qualified person will have strong self-directed job functions requiring strong PET/CT technical knowledge, preventative maintenance, system interconnectivity to external device knowledge with a professional demeanor to internal and external stakeholders.
Essential Functions:
- Manage vendor(s) service delivery processes in compliance with SI policies
- Maintain customer service requests and internal service records / reports within the internal platform
- Manage repair parts cycle times with the OEM. Including diagnosing, documenting major parts and part sub-components manufacturer, part number to enable alternative parts sourcing.
- Utilizing the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving
- Work as a member of the national and local team to provide efficient service delivery to all
- Identify hidden growth opportunities and participate in sales opportunities such as contract renewals and assist with promoting, supporting and implementing SI growth programs
- Perform Preventative Maintenance on equipment assigned and potentially perform first call repairs and functional system inspections
- Maintain daily communications with customers and/or Regional Operations Managers (ROM) or Regional Operations Supervisors (ROS) to ensure resolution and proper follow-up, leading to customer satisfaction
- Maintain tools and test equipment properly and ensuring they are calibrated
- Conduct and complete Preventative Maintenance on designated PET/CT diagnostic imaging equipment when tasked to do so
- Meet Health and Human Services and Environment Health and Safety requirements
Minimum competencies, knowledge, skills, and abilities:
- Previous experience with Siemen's PET/CT, and other OEM PET/CT's is highly preferred
- Excellent analytical and technical communication skills with the ability to communicate complex technical issues in an easy-to-understand manner
- Experience with Preventative Maintenance, as well as, diagnosing and repairing computer, mechanical, electromechanical, and/or electronic based PET/CT diagnostic imaging equipment in the Healthcare Industry
- Experience troubleshooting and responding to customer concerns in quality professional manner
- Experience interfacing with both internal team members and external customers as part of a solution-based service process
- Exceptional interpersonal skills
- Excellent written and verbal communication skills
- PC knowledgeable with demonstrated ability to use Microsoft products and intranet/internet applications
Education, Experience and Travel
- Associates Degree or higher education in Electronics Engineering or equivalent military education
- Minimum 4 years servicing PET/CT diagnostic imaging equipment or minimum of 10 years of experience in lieu of completed degree or military training
- Experience servicing Siemen's PET/CT equipment is highly preferred
- Experience with telecommunication systems, as well as DICOM and networking are preferred
- Travel to/from sites with imaging equipment regularly. Overtime, overnight and weekend travel is required when a PET/CT system is not able to scan patients and is considered hard down
Other Requirements
- Must hold a valid driver's license and have a driving record showing zero felony or DUI convictions and less than three moving violations in the previous three years.
- Must be capable of carrying or pulling equipment up to 100 lbs (assistance available when lifting items over 125 lbs)
- Carries or pulls up to 40 of test / tool equipment
- Frequent bends, stoops, twists, turns, and works in unusual positions using full body May work on ladders or scaffolding on occasion
- Potential exposure to hazardous physical, chemical, and biological agents existing in the healthcare environment
We value our employees, and we want them to be healthy and happy. We offer competitive salaries, travel reimbursement and a diverse blend of benefits, incentives, and business practices and we are continually evaluating our offerings to ensure that Shared imaging is a truly great place to work!
- Health, dental, and vision insurance
- Company paid dental (with applicable health plans)
- 401k matching
- Company-paid life insurance and voluntary supplemental life insurance
- Company-paid short-term disability
- Voluntary long-term disability
- Flex PTO & paid holidays
- Wellness program with generous incentives open to all Shared Imaging Associates
- Employee Assistance Program
- Employee recognition programs
- Referral bonus program
- Job training & professional development
The annual salary range for this role is $140,000 - $150,000/year, however, base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. This position is also eligible for a performance-based merit increase annually. Candidates will be assessed and provided offers against the minimum qualifications for this role and their individual experience.
We require that all Shared Imaging LLC employees have a completed background check and drug screen on file.
Shared Imaging is committed to equal employment opportunity. The company offers a drug-free work environment to all qualified applicants without regard to race, color, religion, sex, age, national origin, sexual orientation, disability, marital status, veteran status or any other category protected by applicable law. Equal employment opportunity includes hiring, training, promotion, transfer, demotions and termination.