Senior Technical Support Engineer
Are you looking to be part of something extraordinary and meaningful that is helping thousands of patients across the country every day? NorthStar Medical Radioisotopes is seeking motivated individuals like you to join our rapidly growing team in Beloit, WI. Innovative technology, Opportunities for career advancement, and competitive compensation are just the beginning at NorthStar. In addition to health and life insurance, paid holidays, and paid time off, all NorthStar employees are eligible on Day One for our annual bonus and equity incentive plans.
NorthStar develops, manufactures and distributes radioisotopes that are used daily for patients needing medically important diagnostic imaging tests. NorthStar is the first company in nearly 30 years to produce the radioisotope Mo-99 in the United States NorthStar’s processes are non-uranium based and the Mo-99 is used by radiopharmacies across the country to produce the imaging radioisotope Tc-99m. NorthStar will scale-up production over the coming months and years and intends to become the industry’s market leader. Beyond Mo-99, we have a pipeline of other novel and medically important isotopes which can further grow our business and provide development opportunities for our employees.
Working with this novel and advanced technology is challenging yet rewarding for talented individuals who want to make a difference and be part of an exciting and rapidly growing business. NorthStar’s people drive our solutions and our success, and we are committed to ensuring that we provide fulfilling work experiences and valuable development opportunities.
The Senior Technical Support Engineer will have a proven record of customer service, troubleshooting, and management of remote customer issues and will be responsible for the initial contact response. This will be accomplished by focusing NorthStar resources in order to rapidly resolve customer events and quickly escalate unresolved issues to ensure that the highest level of customer satisfaction is achieved. All efforts will be mindful of and in compliance with any and all federal and state regulatory requirements.
The Senior Technical Support Engineer will normally work a rotating shift schedule to support the operations of the Nuclear Pharmacy Customers who operate our equipment. Work Schedules are determined by a combination of, but not limited to, NorthStar’s service obligations and customer service needs. Weekly, 24/7 on-call support is also required on a rotational basis and shift schedules may change to better accommodate customer satisfaction.
Duties and Responsibilities
- The Senior Technical Support Engineer will respond to external customer inquiries and resolve issues related to product performance or product use.
- Document customer issues utilizing Salesforce and verifies that all customer issues are assigned to others when off shift.
- Share lessons learned with other Technical Support Engineers and Field Service Engineers through on-line and in person interactions, in order to foster understanding, develop skills, improve productivity, and maximize performance.
- Assist in the development of Service documentation in conjunction with Engineering.
- Work with subject matter experts to assist in the development and implementation of best practices to address the following areas: general usage questions from customers and field personnel, tracking of customer complaints, logging of system failures, managing internal and external product and customer feedback for R&D, capturing troubleshooting best practices to aid the field service and contact center teams.
Bachelor’s degree in an applicable field of study (e.g. Electrical or Mechanical Engineering, Chemistry, or Pharmacy) and six or more years of relevant experience in a production and/or service environment is required; or equivalent combination of education and experience. Experience in Contact Center Management is required. Experience working in a highly regulated environment (ISO, FDA, NRC, etc) is preferred. Radiation experience (hands on or in theory) is preferred.
The ability to review situations at remote locations using both customer contact and remote monitoring software (Team Viewer), and the ability to apply common sense troubleshooting techniques and escalating as necessary is required.
NorthStar Medical Radioisotopes is headquartered in Beloit, Wis. This location is our primary manufacturing site and accommodates all of our corporate functions. Beloit has small city charm, with a lively and renovated downtown, yet is also close to cities such as Madison, Milwaukee, Chicago, and Rockford.
Beloit is a part of the larger South Central Wisconsin/Northern Illinois region, which offers residents and visitors alike a unique blend of urban opportunities and rural, natural beauty. The area, therefore, offers collections of natural, educational, artistic, and historical attractions alongside a wide variety of sporting and social opportunities. There are several cities and many towns within a reasonable commute of Beloit, which offer a wide choice of residential styles and a large number of school district choices for those considering relocation.
If you are interested in applying for this position, please forward your resume to [email protected] with the position title in the subject line.
NorthStar Medical Radioisotopes is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age disability, protected veteran status or other characteristics protected by law.
Senior Technical Support Engineer – 1800 Gateway Blvd. Beloit, WI 53511