Technical Support Engineer
Are you looking to be part of a game-changing organization that is helping thousands of patients across the country every day? NorthStar Medical Radioisotopes is seeking individuals with a pro-active, collaborative, can-do mindset to join our rapidly growing team in Beloit, WI.
NorthStar develops, manufactures, and distributes radioisotopes used daily for patients needing medically important diagnostic imaging tests. Using novel and advanced technologies, NorthStar will scale-up production over the coming months and years and intends to become the industry’s market leader.
Innovative technology, opportunities for career advancement, and competitive compensation are just the beginning. NorthStar offers health and life insurance, 401K match, paid holidays, and paid time off, and all NorthStar employees are eligible on day one for our annual bonus and equity incentive plans.
The Technical Support Engineer will have a proven record of customer service, remote and onsite troubleshooting, management of customer issues, and will also be responsible for the initial contact response. This will be accomplished by focusing NorthStar resources 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 federal and state regulatory requirements.
The 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. This individual must be capable of operating in a dynamic team environment within a rapidly growing company.
Duties and Responsibilities
- The Technical Support Engineer (TSE) will respond to external and internal (e.g. NorthStar-Columbia) customer inquiries and resolve issues related to product performance or product use.
- Document customer issues utilizing Salesforce and verify that all customer issues are assigned to others when off shift.
- Share lessons learned with other Technical Support Engineers and Field Service Engineers (FSE) through online and in-person interactions to foster understanding, develop skills, build quality working relationships, and improve productivity.
- Assist in the development of Service documentation in conjunction with Engineering (e.g. performing Field Action activities and Service Bulletins before rolling them out to the Field).
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 production and/or service environment is required; or equivalent combination of education and experience. Experience working in a Contact Center or another Support role (e.g. FSE) is required. Experience working in a highly regulated environment (ISO, FDA, NRC, etc) is preferred. Radiation experience (hands-on or in theory) is preferred. Experience with SalesForce Software is preferred.
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.
Technical Support Engineer – 1800 Gateway Blvd. Beloit, WI 53511