Job Details

Konica Minolta Healthcare is seeking a Senior Customer Support Engineer (Sr. CSE) to serve as a technical advisor and advocate for our enterprise customers. In this role, you will resolve complex technical issues, provide deep technical expertise, and support our Picture Archiving Computer System (PACS) and other integrated OEM products. You will occasionally address issues with enterprise software such as vSphere and Microsoft Server.

As a Sr. CSE, you will deliver high-touch service to customers, performing troubleshooting, risk assessments, system optimization, and technical problem-solving. You will engage directly with customers via phone, email, and occasional onsite visits, ensuring technical excellence and customer satisfaction.

Location: Remote
Schedule: Full-time, 10:00 AM - 7:00 PM EST (updated shift)

Key Responsibilities:

• Provide senior-level technical support for Konica Minolta products and integrated OEM solutions.
• Troubleshoot, diagnose, and resolve highly complex enterprise support issues and escalations.
• Serve as a trusted technical advisor to customers, building strong relationships and maintaining credibility.
• Develop scalable playbooks, workflows, and implementation processes to improve efficiency.
• Collaborate with internal teams (Engineering, Product Management, Applications) to advocate for customer needs and influence the product roadmap.
• Conduct virtual and onsite meetings, training, and knowledge transfer sessions.
• Maintain technical proficiency and stay informed about industry trends and competitive solutions.
• Ensure compliance with FDA regulations, ISO standards, and other applicable laws.
• Manage vendor service delivery processes and utilize escalation procedures to resolve challenging issues.
• Mentor and provide guidance to junior Customer Support Specialists as needed.
• Contribute to sales opportunities and customer success initiatives.

• BS degree in a technical discipline (AA with significant technical experience considered).

• 5 years HL7 integration / Support experience
• 5+ years' experience in database setup, installation, troubleshooting, and SQL scripting.
• Experience in virtualization including VMware ESX and Microsoft Hyper-V operating systems and network technology, high performance computing systems, and archival storage systems.
• Strong technical expertise in PACS systems and related healthcare IT solutions.
• Experience with enterprise software troubleshooting (vSphere, Microsoft Server) preferred.
• Demonstrated success leading large hardware/software projects and serving as main technical resource.
• Call center or customer support experience in complex technical environments.
• VCP and MCSE certifications highly desired.
• Deep Knowledge of radiology and hospital workflows, key roles, and responsibilities within a complex
• matrix.
• Willingness to travel domestically (up to 10%) and occasionally internationally.

• Analytical thinking, design thinking, and problem-solving skills.
• Strong technical aptitude and continuous learning mindset.
• Excellent customer service and interpersonal skills; ability to manage difficult situations professionally.
• Leadership, mentoring, and team development skills.
• Quality management awareness and regulatory compliance knowledge.
• Organizational skills, strategic thinking, dependability, and professional judgment.
• Exceptional verbal and written communication skills; able to explain technical concepts to all levels of an organization.
• Multilingual abilities a plus.

• Expert-level proficiency in MS Access, Excel, and analytical tools.
• Knowledge of database, design, development, project management, and word processing software.
• Experience with DICOM, TCP/IP, HTTP/HTTPS, SQL scripting, and healthcare IT systems.