Clinical Support Level 2 - Vitalograph

In September 2024, Morgan Scientific Incorporated (MSI) joined the Vitalograph group of companies as a wholly owned subsidiary. Vitalograph - a global leader in respiratory diagnostics - has had a long and enduring relationship with Morgan Scientific. For both companies, the decision is a natural progression as the combined expertise allows the enlarged organisation to focus on delivering the best possible diagnostic solutions that can enable a better understanding of lung health.

The acquisition of Morgan Scientific is a key milestone in Vitalograph's plan to develop its respiratory diagnostics business globally, furthering its goal of providing comprehensive testing solutions that enable the best possible respiratory healthcare. Vitalograph is in the middle of an ambitious growth strategy and is on track to treble its respiratory diagnostics business in the four years leading to 2026. 

Why Join Us?

We believe in fostering a supportive environment that values both personal and professional growth. When you join us, you'll enjoy a comprehensive benefits package designed to help you thrive:

• 401(k): Secure your financial future with our robust retirement savings plan.
• Health Insurance: Comprehensive coverage to keep you and your family healthy.
• Paid Time Off: Enjoy a healthy work-life balance with generous leave.
• Opportunities for professional growth and advancement in a dynamic and innovative company
• Tuition Reimbursement: Continue your education with financial backing from us.
• Continuous training on medical diagnostic technology.
• Opportunities for career advancement in technical support, engineering, and management.

As a Help Desk Support Specialist - Level 2, you will be providing second-level technical support for our end users, which include respiratory therapists, pulmonary function technologists, RNs, and MAs in hospitals and private practices. This role involves working at the intersection of healthcare technology and clinical care. You will be resolving hardware and software issues related to our respiratory diagnostic equipment and software solutions, providing efficient troubleshooting and problem resolution to ensure continuity in care. In addition, contribute to quality or process improvement initiatives as so reasonably assigned and contribute as a subject matter expert to other team members, end users, and stakeholders. This role plays a pivotal role in maintaining the reliability of our systems in healthcare settings, directly impacting the quality of patient care provided by our clients.

Key Responsibilities

• Provide Level 2 Support: Generally, respond to complex issues that Level 1 support is unable to resolve.
• Configurations & Customizations: Assess customer and software-hardware solution needs. Implement advanced customizations and configurations as required.
• Troubleshoot Issues: Assist customers with the usage and troubleshooting all aspects of software function such as managing patient data, testing routines, reports, and workflows. Assist with calibration issues, diagnostic hardware setup, and fault finding. Conduct clinical results review for possible hardware or software issues, or training/end user issues.  
• Log and Track Incidents: Document all support interactions in the ticketing system, accurately logging issues and resolutions to ensure a clear record of customer interactions.
• Customer Education: Provide training to end-users on software and device operations, assisting in best practices to maximize uptime.
• Collaborate: Work with Field Service Engineers/Technicians and Installation/Training teams as needed to resolve more complex issues that require on-site or higher-level intervention.
• Monitor and Follow-Up: Track open cases and follow up to ensure timely resolution, maintaining high customer satisfaction through prompt communication.

Qualifications

• Education: Bachelor's degree in health sciences or related field (preferred)
• Clinical Experience: Patient-facing clinical experience preferred, especially in Respiratory Care (RCP, RRT), Pulmonary Function Laboratory, or Cardiopulmonary but may also consider other patient care experience.
• Technical Skills: Experienced with hardware/software troubleshooting, and familiarity with diagnostic medical technology or respiratory diagnostics (preferred).
• Customer Service Orientation: Strong interpersonal skills with a customer-first mindset, especially in healthcare settings.
• Problem-Solving: Ability to assess issues quickly and apply step-by-step solutions, demonstrating patience and attention to detail.
• Communication: Clear verbal and written communication skills; capable of translating technical terms into layman's language for non-technical users.

Working Conditions

• Shift Flexibility: Availability to work occasional off-hours or on-call shifts if required.
• Remote Support Environment: Primarily a remote support role with potential for occasional in-office or field visits.