Responsibilities:

• Interact with customer, Merge, and third-party resources to define, prioritize, investigate and resolve customer issues.

• Follow department procedures on managing and escalating customer issues.

• Provide regular updates to customers on outstanding issues.

• Proactively look for ways to improve not only the product but the customer experience and will be responsible for providing an exceptional level of customer service.

• Be an advocate for the customer on issues of functionality, usability, and performance.

• Be an advocate for the customer and Merge Support to Engineering and Product Management on issues of prioritization and serviceability.

• Transfer clinical and application knowledge to the members of the L1, L2 and L3 teams. This will be through a combination of one-on-one and group interactions/training, authoring of knowledge base articles, etc.

• Analyze incidents for frequency and trending.

• Crisis management, after-hours work, and on-site troubleshooting may be required infrequently to ensure customer satisfaction and issue resolution.

• Pursues a program of self-development through the use of selected reading, seminars, and participation in continuing education.

• Identifies and communicates possible improvements in the work process for customers and peers.

• Performs other duties as assigned by immediate supervisor or upper management.

Core Competencies:

• General understanding of Cardiology/hospital enterprise workflow.

• Advanced understanding of Cath Lap specific and/or Nuclear Medicine Lab workflows

• Understanding of Cardiology/hospital stakeholders and their roles and responsibilities.

• Willingness to rapidly acquire proficiency in new product technologies and functions.

• Must be a highly motivated self-starter with a professional and personable demeanor who thrives in a dynamic, challenging environment.

• Excellent verbal and written communication skills

• Ability to interface and influence at multiple organizational levels

• Proven organizational skills and the ability to effectively manage multiple priorities.

• Ability to break down complex problems into actionable parts and define approaches to issue resolution.

• Effective team player that can also work independently with little supervision.

• Ability to mentor and train others on your areas of expertise.

Qualifications Required:

Education Requirements:

• Degree from a Technical College/University or equivalent experience

• BS degree in technical and/or clinical discipline preferred.
  
  Certifications -

• Cath Lab could be an RN or X-ray (ARRT) with certification as a Registered Cardiovascular Invasive Specialist (RCIS) credentialing from Cardiovascular Credentialing International (CCI)
  

• Nuclear Med - Certified Nuclear Medicine Technologist - CNMT

• PACS Administration background is a plus.

Experience

• 3+ years clinical hospital experience preferred

• Experience in DICOM, HL7, general computer network technology, high performance computing systems, and archival storage systems.

• 1 + years of experience in Sql scripting and HTML coding.

• Background in Cardiac catheterization laboratory and/or Nuclear medicine.

• Strong understanding of the Merge RadSuite and iConnect VNA product lines.

Work Environment

The work environment characteristics here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office environment: temperature controlled

• Travel: 0-15% Travel
  
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