I. Job Purpose and Core Tasks
The OR1 Network Support Specialist is a field-based resource that provides technical support to all field-based OR1 Service Technicians, Project Managers, Field Installation Technicians, as well as other KARL STORZ field resources and external customers. Support is provided through phone support or on-site assistance on advanced technical issues as well as planning of all network-based OR1 deliverables. The Network Support Specialist performs complex troubleshooting of system issues and executes field validation and verification per SOPs and WIs as needed as well as documents in-house or on-site incident investigation. The OR1 Network Support Specialist will be involved in working with various KARL STORZ divisions (PDI, Production, and Field Operations) and third-party vendors to resolve any critical service issues and validate solutions.
Core Responsibilities:
Maintain productive working relationships and treat fellow employees with respect.
Support field-based resources on service, planning, installation, network troubleshooting, and maintenance issues through phone, remote access, or onsite travel if required.
Work closely with OR1 Engineering to learn the current and future network deliverables.
Write and publish product technical notes and training in conjunction with the Technical Training Manager.
Assist OR1 Engineering in maintaining SharePoint records, user configuration, documentation, and remote access for network-based devices.
Interface with customer contacts to provide general technical support and software maintenance/upgrades.
Perform advanced technical troubleshooting including but not limited to audio, video, control, and network signal analysis to isolate and resolve complex system issues.
Work with KSEA Technical Support in supporting the OR1 Remote Service product.
Adhere to dispatch timelines as directed by Service Coordinator.
Provide critical response on high-level technical issues.
Complete and submit FSR and SQC documents per designated internal operating procedures and timelines.
Disseminate technical updates and bulletins to internal resources.
Manage a unique personal schedule as it pertains to job planning and the rotation of travel and labor hours needed to support any and all internal and external client requirements.
Identify and document possible process and/or technical improvements and elevate issues to management.
Perform other job-related duties or special projects as assigned by the Manager, Critical Response.
II. Minimum Knowledge, Education and Skill Requirements
Required:
Minimum years of relevant work experience: Minimum of five years' experience troubleshooting and repairing complex electronic media systems and network-based devices.
Minimum education, certifications and/or credentials: AA/AS technical degree from an accredited college or university, or equivalent combination of education and experience.
Minimum hard skill requirements:
Ability to communicate effectively with diverse clientele, including good written and oral communication skills as well as good interpersonal skills.
Ability to perform complex and time-critical tasks with optimum effectiveness and efficiency with little or no supervision in high-pressure situations.
Strong customer service orientation.
Attention to detail and adherence to SOPs and Work Instructions.
Ability to maintain accurate and detailed documentation.
Strong technical knowledge of analog and digital electronic technology as it pertains to audio-visual systems and equipment, Windows server environment, network topology, and IT infrastructure technology as well as video teleconferencing (Polycom and Tandberg) and streaming media.
Good driving record.
Preferred:
Preferred years of relevant work experience: Minimum of five years' experience troubleshooting and repairing complex electronic media systems and network-based devices.
Preferred education, certifications and/or credentials: AA/AS technical degree from an accredited college or university, or equivalent combination of education and experience.
Preferred hard skill requirements: NA
Preferred soft skill requirements: Knowledge with DICOM, HL7, and EMH / EHR workflow.
III. Essential Function
Must be able to maintain productive working relationships and treat fellow employees with respect. Has contact with inside and outside the company staff.
Physical Requirements/Demands:
Light, occasional physical effort.
Mental Requirements/Emotional Demands:
Ability to adapt and demonstrate flexibility in dealing with changing priorities and work situations.
Interpersonal and Communication Skills:
Verbal and written skills.
IV. Core Requirements
Degree of accountability: Generally managed.
Degree of decision making: Diversified Tasks.
Financial/Budgetary: Supervised responsibility on revenues and cost.
Safety: This is a safety-sensitive job.
Quality: Adhere to KSEA OR1 Quality Requirements.
Supervision: Does not supervise others.
Authority to Sign (not applicable for North America):
Travel: Up to 95% travel during the year throughout the US, Canada, and Mexico.
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