IBM Field Service Engineer, Watson Health Imaging - Philadelphia, NY or CT in Boston, Massachusetts
System Services Representatives are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services. Sound pretty important? Absolutely! You will advise clients of preventive maintenance, configuration, operation and environmental factors which may drastically impact product performance or impair the client's IT operation.
Your Role and Responsibilities
Location: You will ideally reside in Philadelphia, New York or Connecticut but will consider candidates from areas close to these location.
As a Field Services Engineer for Watson Health Imaging , you will be focused on our Unity PACS (picture archiving and communication system) solution. It is a medical imaging technology designed by radiologists for radiologists.
Working under moderate supervision the Field Service Engineer specializes in identifying, analyzing and fixing problems encountered in the field. The primary responsibility of the Field Service Engineer is to provide on-site support, routine service and preventative maintenance to our customers within the assigned geographical area, while maintaining service performance and customer satisfaction levels. Service will be conducted primarily on-site but will also include remote support as well. This is a field position with occasional travel outside the assigned geographical area to assist with new installations and routine service in instances where the primary FSE is unavailable.
Act as a customer advocate and provide guidance, consultation and support to client issues and concerns. Including future planning and sales support. Regular site visits are essential to this task.
Consistently keep an eye on all customer Salesforce cases and help their progression toward resolution by discussing with the client and TSAs working on them. FSEs should also actively seek to document all of their activities in Salesforce and maintain the quarterly case quota outlined in Salesforce FSE Dashboard.
Unity supplied break/fix support for all Unity supplied hardware, servers and infrastructure. This includes trying to resolve issues and RMA replacement as needed.
FSE team will work together to make sure all RMA cases are attended to and assigned to the appropriate resources.
Maintain approved Microsoft updates and patches on a regular basis. Updates are approved for release monthly and should be applied as quickly as possible. This task includes making sure WSUS is installed and working as expected at each customer site.
Maintain site inventories and supply these inventories to sales, colleagues as needed.
Prepare customer sites for upgrades including filling out the Upgrade Checklist and installing preliminary software and configurations.
Apply emergent security updates and patches as required by business. Previous examples would be Spectre/Meltdown and Bluekeep
Required Technical and Professional Expertise
Must have excellent customer service skills,
Skilled supporting and troubleshooting Microsoft Operating Systems from workstation to server,
Experienced with computer/server break/fix,
Understands the impact of service/support activities in a medical environment,
Reliable self starter willing to succeed and grow their career
Preferred Technical and Professional Expertise
Computer Certifications such as A+, MCSA and similar,
Five plus years supporting systems in a medical environment,
Experienced with DICOM, HL7
About Business Unit
IBM’s Cloud and Cognitive software business is committed to bringing the power of IBM’s Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments—with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.
Your Life @ IBM
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For additional information about location requirements, please discuss with the recruiter following submission of your application.
IBM intends this job to be performed entirely outside of Colorado.
Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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