Technical Support Specialist- X-Ray Systems

Job Details: Job Location: North Carolina

• Internal
• Garner, NC, Salary Range: $85000.00 - $90000.00Salary/year, Technical Support Specialist – X-Ray Systems Garner, NC | On-site preferred; remote may be considered This position follows a hybrid schedule, with four days in the office and the option to work remotely one day per week. The Technical Support Specialist – X-Ray Systems provides technical support for digital radiography (DR) and X-ray systems and components. This position requires strong troubleshooting skills and a solid understanding of X-ray equipment, including mechanical, electrical, generator, and system components. In this role, the Technical Support Specialist will analyze, troubleshoot, and resolve technical issues for internal and external customers while maintaining a high level of customer satisfaction. The position will also support the development and mentorship of team members, contribute to technical documentation and knowledge resources, and identify opportunities for service contracts and billable technical support.

Essential Functions

and Responsibilities Serve as an escalation point for complex technical and service support issues. Monitor the service desk ticketing system and help ensure response times and service commitments are met within established SLAs. Document, track, monitor, and follow technical issues through resolution. Respond to support requests through phone, email, ticketing systems, and other communication channels in a prompt and professional manner.

Investigate, troubleshoot, diagnose, and resolve technical issues involving X-ray systems, components, software, and related equipment. Work closely with customers, dealers, IT personnel, and internal teams to resolve product and system issues. Support domestic and international customers with technical problem resolution.

Assist with the coordination of corrective action efforts. Serve as a technical resource and mentor to other Support Specialists, helping strengthen team knowledge and troubleshooting capabilities. Create, maintain, and update technical documentation, knowledge articles, and troubleshooting resources. Provide guidance and technical support related to software, computing platforms, networks, and X-ray equipment.

Act as a liaison between Technical Support and Development by escalating product issues and communicating and documenting resolutions. Participate in training, customer visits, cross-functional teams, installations, and special projects as needed. Work with internal teams to assess system performance, product development, and ongoing product support needs.

Provide product and service support throughout the product life cycle. Maintain strong working relationships with customers and internal Sales and Service teams. Report applicable product failures through the complaint management system. Provide timely customer follow-up on technical support and call center events. Identify recurring product or technical issues and communicate findings and recommendations to management.

Maintain a high level of customer satisfaction and contribute to departmental customer satisfaction and NPS goals. Follow established call quality, documentation, safety, and departmental procedures. Maintain accurate service records, training documentation, and other required paperwork. Maintain an organized, professional work environment in accordance with departmental standards and LEAN/5S principles.

Perform additional projects and assignments as requested by management.

Qualifications

Requirements

& Qualifications Knowledge, Skills, and Abilities Strong deductive reasoning, diagnostic, and troubleshooting skills. Strong mechanical and technical aptitude. Ability to troubleshoot complex equipment and identify root causes of technical problems. Ability to manage multiple customer requests and priorities in a fast-paced environment.

Ability to work independently as well as collaboratively within a team. Understanding of radiology and X-ray principles. Working knowledge of X-ray systems, including mechanical, electrical, generator, digital, and computed systems. Ability to read and interpret wiring diagrams, technical documentation, service manuals, and repair information.

Working knowledge of computer networks and Windows operating systems; experience with network server environments is preferred. Familiarity with medical imaging software is a plus. Excellent verbal and written communication skills with the ability to communicate technical information to both technical and nontechnical audiences.

Strong attention to detail, particularly when documenting customer communications and technical issues in a service ticketing system. Professional, customer-focused approach when working with customers, dealers, and internal employees. Strong organizational and time-management skills. Call center or other high-volume technical customer support experience is highly valued.

Spanish and/or Portuguese language skills are a plus.

Education and Experience

Bachelor's degree, technical degree, or equivalent combination of education and relevant technical experience. 3–5 years of experience servicing, installing, troubleshooting, or maintaining X-ray systems and components is preferred. Candidates with strong mechanical, electrical, generator, or related equipment troubleshooting experience may also be considered.

Experience supporting medical imaging equipment or working in a medical technical support environment is preferred. Technical support or call center experience is a plus. Travel Approximately 10–20% domestic travel may be required for visits to KMHA locations, training, equipment installations, customer support, and Sales/Service conferences.

Benefits

We offer a comprehensive and competitive benefits package, including: Choice of three medical plans and two dental plans Vision insurance Company-paid life and AD&D insurance Supplemental coverage options, including life, critical illness, accident, and hospital insurance Flexible spending accounts (FSA) and commuter benefits 401(k) with company match Unlimited flexible time off Company Description Konica Minolta Healthcare Americas (KMHA) is a leading provider of innovative healthcare technology solutions, including diagnostic imaging and healthcare information technology.

We deliver advanced imaging and IT solutions designed to improve patient care and clinical workflows. As a division of Konica Minolta, Inc., a global organization with a presence in 150 countries, KMHA is committed to delivering value and developing solutions that support better decisions in healthcare. Guided by a philosophy of creating new value for customers and society, Konica Minolta Healthcare continues to evolve and advance healthcare technology.

Equal Opportunity Employer Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status, or any other characteristic protected under applicable law.