Digital Imaging X-ray Tech Support Engineer

Support digital imaging X-ray systems for VetRay/Sedecal USA customers, handling remote troubleshooting, installations, and escalations in a hybrid role based in Niles, IL.

Responsibilities

• Deliver general product technical support to dealers, primarily via phone and email, including installation, programming, start-up, spare part identification, schematics, documentation, and warranty support
• Provide failure and service troubleshooting for digital X-ray equipment, including equipment crossover support in a fast-paced environment
• Own complex customer cases: research, diagnose, troubleshoot, and identify solutions to drive resolution
• Conduct advanced troubleshooting in-person and via telephone covering PC operation
• Diagnose system issues across hardware, software, and computer components based on system-operation knowledge
• Install and coordinate repairs, including in-house equipment repair and occasional travel (approximately 10% or less)
• Handle and document support interactions in a call management system
• Escalate and collaborate with Engineering and Manufacturing on complex or quality-related cases, including service follow-up and escalation support
• Identify quality issues, collect relevant data, and report through the appropriate channels for hand-off and resolution
• Support the equipment repair process and guide field service technicians with procedures, spare parts, and test procedures
• When needed, visit customer sites to perform evaluations, start-up, and/or repairs, and report findings from visits
• When required, perform equipment repair using the defined process and test functionality, safety, and other required features
• Follow problems through to resolution by taking ownership of reported technical issues
• Develop and maintain strong product, service, and industry-related knowledge
• Coordinate dealer visits to customer sites with Field Service Engineers when required
• Support the 24/7 after-hours emergency line on a pre-scheduled basis (alternating with other department members)

Requirements

• 3+ years experience in computer repair and computer networking (Required)
• Strong ability to apply network principles to troubleshooting; experience with basic network setup and diagnosing workstation hardware and software issues
• Knowledge of principles of personal computers and other peripherals
• Knowledge of interfaces between applications and how they relate to troubleshooting
• Basic network operating system fundamentals
• Proficiency with Windows Operating System, MS Office Suite, and Salesforce
• Analytical mindset with planning and self-learning skills
• Strong written and verbal communication skills with the ability to understand and communicate technical terminology
• Customer service-oriented attitude and a team player
• Ability to complete tasks and projects with little or no supervision
• Highly organized, self-motivated, and able to prioritize and manage time efficiently
• Experience and knowledge in veterinary or medical imaging business and x-ray systems desired but not required
• Ability to adapt easily to change in a high-stress environment

Tech Stack

• Windows Operating System
• MS Office Suite
• Salesforce

Education

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or related subject area, or equivalent

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question

• Do you have any experience with X-ray or similar medical devices?

Location

• Hybrid remote in Niles, IL
• Ability to commute: Niles, IL (Required)

Salary: USD 70,000 - 80,000 per year

Minimum Experience: 3 years