Technical Support Specialist

Hologic Santa Clara , CA 95051

Posted 2 months ago

At Hologic, we're an innovative medical technology company that enables healthier lives everywhere, every day. We are also a company that prospers and grows, which is why we've been able to expand our offerings to empower even more people and champion women's health

What powers our growth across Breast & Skeletal Health, Diagnostics, GYN Surgical and Medical Aesthetics Solutions is also what differentiates us: the exceptional and clinically proven capacity of our products to detect, diagnose and treat illnesses and other health conditions earlier and better. This clinical superiority creates high expectations, which we fulfill by continually challenging ourselves to improve health through better technology, education and market access.

None of this would be possible without the talent and passion of our employees. Together, our expertise and dedication to developing and sharing more robust, science-based certainty drives our global presence and a promising pipeline that responds to the unmet health and wellness needs of women, families and communities.

While we focus on women's health and well-being, we are committed to having an even broader benefit on the world. Together, we advocate for better health and wellness through solutions that provide ever greater certainty and peace of mind.


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

This position will provide remote support, troubleshooting and issue resolution for Hologic customers (e.g. radiology technologists, clinical specialists, biomedical engineers, PACS administrators) and field staff (clinical application specialists and field service engineers) 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.

Summary of Duties and Responsibilities

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

  • Perform basic 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 while providing regular status updates to the customer

  • 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

  • Use the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of the KB

  • Recommend the dispatch of Field Service Engineers for issues which cannot be resolved remotely

  • Maintain a current and requisite knowledge level for your supported products

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

  • Escalate appropriate service issues and concerns to management as necessary

  • Assist with escalations from other support departments

  • Support customers with system upgrades and modifications

  • Manage the call queue and monitor compliance with service level targets

  • Identify and embrace opportunities for continuous improvement

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

  • Adhere 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.


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

  • Support center experience dealing with solving hardware and software problems remotely

  • 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

  • Results driven and dedicated to delivering outstanding work

  • Proven ability to multi-task, work under pressure, adapt and thrive in a fast-paced environment

  • Strong knowledge of support tools such as CRM, knowledge management and ACD systems

  • Must have strong knowledge and expertise using the Windows operating systems. Knowledge of command- line navigation and Linux/Unix is a plus

  • Experience and working knowledge of network technologies (e.g. TCP/IP) and remote access tools (e.g. VPN, Remote Desktop)

  • Proficiency in Microsoft Office products including Outlook, Word, Excel and PowerPoint

  • Basic understanding of medical imaging technology, DICOM and PACS storage systems is helpful, but not required

  • Ability to identify and assist with the implementation of process improvements


  • College degree required (Associate level and above). A technical discipline such as computer science, electrical/electronic/biomedical engineering a plus, or an equivalent blend of education and experience in a fast-paced technology environment


  • A minimum of 4 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

  • Prior experience in a service environment working with customers to resolve problems related to medical workflow with emphasis on DICOM and network workflow, is a plus

Specialized Knowledge

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

  • Working knowledge of mammography equipment is helpful but not required

  • Familiarity with various medical devices such as MRI, Ultrasound, Mammography and Bone Densitometry is helpful but not required

Additional Details

(Including Physical & Mental requirements)

  • This position requires the ability to maintain consistent and timely attendance for assigned support shifts. Also, requires the ability to work a full-time schedule with flexible work hours for assigned support shifts, including select holidays, as well as the after-hours and weekend on-call rotation. Occasional travel to local customer sites. This is on an as-needed basis and not a typical part of the daily routine for this position.

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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