Massachusetts Jobs

Technical Support Specialist 1

Marlborough, MA, United States

Why Hologic?

Hologic empowers people to live healthier lives everywhere, every day. We are the leading Innovator in women's health, helping healthcare professionals around the world diagnose and treat their patients with precision, certainty and confidence.

Our innovations are designed to achieve exceptional clinical results, making it possible to detect, diagnose and treat illnesses and other health conditions earlier and more effective.

Our goal is to minimize doubt and maximize the confidence our customers and their patients have in their decisions and diagnoses.

What to Expect:

As a member of the Technical Support team, the Technical Support Specialist will be responsible for supporting external and internal customers for our Skeletal Health products via phone, e-mail and web.

This position will provide remote support, troubleshooting and issue resolution for Hologic customers to facilitate the successful use of Hologic products.

This position will play a key role in delivering great customer experiences by providing responsive support which enables customers to maximize Hologic equipment uptime as well as facilitate them meeting their safety and regulatory compliance goals.

What we expect:

• Provide technical support and service for Hologic Skeletal Health customers via, phone, e-mail and web interactions

• Perform troubleshooting and diagnose technical problems using remote diagnostic tools

• Deliver consistent, high quality and responsive support to external and internal customers

• Take ownership of reported issues by being empathetic to the customer’s needs

• Set expectations and manage reported issues through to their completion

• Document, track and manage all support requests, communications and actions in the CRM system

• Follow established support processes (e.g. problem resolution, escalation) and best practices to ensure SOP compliance and positive customer experiences

• Expedite the resolution of all customer requests to meet our standards for service excellence

• Escalate issues to the appropriate resource to ensure timely resolution

• Collaborate with other team members and departments to facilitate the problem resolution process

Skills:

• Working experience and knowledge of customer support work processes and best practices needed to deliver great customer experiences

• Excellent customer service and interpersonal skills

• Excellent verbal and written communication skills and the ability to convey complex information and procedures to novice level users

• Demonstrated track record and passion for understanding and addressing customer needs

• Strong analytical and problem-solving skills

• Must possess the ability to work independently to resolve reported or discovered product issues

• Highly organized and detail oriented

• Strong follow-up skills with a keen eye towards driving issue resolution

Education & Experience:

• Associates degree and above (prefered) or equivalnt exprience

• A minimum of 1 years related job experience is required in a customer, technical, or field support role with at least 2 years spent in a technical support capacity for complex software applications or medical devices

• Knowledge of imaging technologies, DICOM and understanding of application integration and bone density workflow is helpful but not required

• Working knowledge of bone density equipment is helpful but not required

The annualized base salary range for this role is $53,600 to $83,700 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.

Agency and Third Party Recruiter Notice:

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.

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