Technical Service Engineer

Aug 13, 2017
Aug 15, 2017
Employer Type
Direct Employer
Employment Type
Full Time
The Product Support Engineer, Connected
Devices is responsible for the technical evaluation, introduction and support
of Breast and Skeletal Health products within the framework of Hologic's
Connected Devices platform. Works on
complex issues where analysis of situations or data requires an in-depth
evaluation of variable factors which may include customer impact, Hologic
business priorities and regulatory requirements. Will serve as a technical liaison to
Marketing, Engineering, Applications, Installation Coordinators, Service
Training and Sales concerning the performance, implementation and development
of Hologic's Internet of Things (IoT) ecosystem. This position includes
developing device rules, notifications, and actionable reports through product
level scripting in our Connected Devices platform to enhance the Customer
Experience and our Service offerings.

Summary of Duties and Responsibilities

Key contributor in the development and growth of Hologic's
Connected Devices platform. Will act as
the subject matter expert in the area of Internet of Things (IoT) that works
with cross functional teams in defining and implementing device, service, and
customer requirements for our connected devices.


Key decision maker and functional owner for the
Connected Devices platform as it relates to the Insight Driven Innovation

Coordinates the delivery of information to all
functional teams of Service as they relate to Hologic's Connected Devices


Provide direct support of escalated problems to
internal and external customers.

Takes ownership of reported problems and owns/manages
them through to their completion while providing follow up details to the field
team on a regular basis.


Represent service on assigned product projects by
attending meetings to review product specifications and to identify /
communicate service concerns.

Write, review, validate, and implement technical
documentation (bulletins, user guides, procedures, and manuals), for use by
in-house and field personnel, to properly install and maintain Hologic products.


Maintain a current, in-depth knowledge of the
product, its functions and diagnostic capabilities to support service and
customer needs.

Attend training and self-study to acquire, maintain
and improve job skills


Use and add content to knowledge base tools to
research and document problems and their resolutions.

Develop and provide product training to Hologic Service
Training, product support teams, and Hologic Service providers.


Deliver consistent, high quality, training on
supported product(s), service tools, and complementary technologies.

Escalate appropriate service issues and concerns to
management as necessary.


Maintains a travel schedule that is
consistent with the requirements of the position; adjusts work schedule to meet
customer demands; participates in after hour's related projects and travel as
necessary. Available to travel on short
notice for overnight trips or longer to meet the customer needs.

Domestic and International travel may be required for
complex repairs, installations, pre-site evaluations, and training.


Perform other duties and projects as assigned, to
meet company and department objectives.

?? Adheres to the Company's quality and regulatory compliance
requirements, without exception, and ensures that all job duties inherent in
the position description are performed in accordance with established policies
and procedures.


?? Must
have a working knowledge of developing end-to-end IoT solutions and associated
programming languages.

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

?? The
ability to communicate effectively and convey complex theories and procedures.

Must be
familiar with Linux and Windows operating systems.

?? Capable
of performing installations and repairs in order to train users on the
operation of our products.

a keen, flexible and aggressive intellect with superb conceptual thinking,
analytical and problem-solving skills.

?? Capable
of designing, developing, and delivering technical training courses on new or
existing products to satisfy in classroom instruction and online training.



BA/BS degree or related technical discipline in
computer science, electrical / electronic engineering, or an equivalent blend
of education and experience.


A minimum of 7 years related job experience is
required in a customer, technical, or field support role with at least 2 years
spent in a medical product support capacity.


At least 2 years of experience working in the
Internet of Things ecosystem.

Prior experience in information technology security.

Specialized Knowledge


High level knowledge of imaging technologies, DICOM and
a strong understanding of application integration and mammography workflow.

Working knowledge of Cyber Security best practices.


Working knowledge of programming languages and their
use in M2M communication.

Working knowledge of web development.


Familiarity with Electrical, Mechanical, and Software
design concepts.

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 & VEVRAA Federal Contractor