Connectivity Engineer

The Connectivity Engineer Provides technical support to customers, focusing on connectivity with healthcare information systems. Delivers consistent, high-quality, and responsive support to customers. Document case updates, investigation findings, actions taken, next steps, and resolutions in H1. Collaborates with team members and partners with customers to investigate and resolve problems while building product knowledge through training and OJT.

At This Level, You Will Be Responsible For

• Solving technical problems efficiently
• Providing exceptional customer service
• Maintaining accurate and detailed documentation
• Collaborating effectively with team members and customers
• Continuously improving knowledge and contributing to the knowledge base

The working hours for this full-time remote position is 10 am - 7 pm ET / 11 am - 8 pm ET.

Summary Of Duties And Responsibilities

• Provide technical support to external customers and internal colleagues, focusing on connectivity and interoperability with healthcare information systems.
• Perform investigations, troubleshooting, and root cause analysis using diagnostic tools.
• Deliver consistent, high-quality, and responsive support to customers.
• Take ownership of escalated cases, provide regular updates, and expedite resolutions.
• Escalate issues to appropriate expert resources and management as necessary.
• Document case updates, investigation findings, actions taken, next steps, and resolutions in the CRM system (Salesforce/H1).
• Follow established support processes to ensure compliance with quality and regulatory requirements.
• Collaborate with team members and partner with customers to investigate and resolve problems.
• Dispatch Field Service Engineers for work that cannot be done remotely, providing specific guidance on actions needed.
• Refer to the shared Knowledge Base for problem resolution and improved understanding.
• Maintain and improve product knowledge through training and on-the-job learning.
• Ensure quality performance and customer satisfaction for connectivity projects.
• Build in-depth knowledge of products, focusing on interoperability and networking.
• Communicate product reliability issues and provide improvement suggestions.
• Identify opportunities for continuous improvement and maintain proficiency in relevant technologies.
• Contribute content and assist in maintaining the shared knowledge base.
• Participate in technical conversations during customer meetings.
• Adhere to and support the Quality Policy as well as all Quality System procedures and guidelines.
• Able to work flexible work schedules as required for staff coverage during customer and staff operating hours.2
• Occasional travel may be necessary (10%).
• Perform other duties and projects as assigned, to meet company and department objectives.

Functional Competencies

• Troubleshooting
• Customer Focus
• Daily administrative workflow completion
• Teamwork
• Knowledge Building
• Relationship Building

Skills, Knowledge, Abilities

• Ability to work under minimal supervision from home office
• Organization and Time Management
• Detail Oriented
• Written and Verbal Communication skills
• Customer Service and Interpersonal Relations
• Intermediate Computer and Technology Literacy
• Analytical Assessment and Problem Solving
• Knowledge of network technologies (e.g., TCP/IP) and remote access tools (e.g., VPN, Remote Desktop)
• Understanding of Medical Imaging Technology, DICOM, HL7, RIS/LIS, and PACS systems

Physical Demands

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Sit; use hands to handle or feel objects, tools, or controls.
• Stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• Lifting/moving and carrying products weighing up to 40 pounds.
• Other (please specify): View computer monitor, use keyboard/mouse, assemble, and plug cables related to computer peripherals.

Qualifications & Education

• A four-year degree in a related technical discipline is preferred.
• Associate of Science degree in electronics or a related technical discipline in addition to an equivalent blend of education and experience is acceptable.

Note: Minimal job requirements of this position may be changed as Hologic products, technology or this function evolves.

Why join Hologic?

We are committed to making Hologic the destination for top talent. For you to succeed, we want to enable you with the tools and knowledge required and so we provide comprehensive training when you join as well as continued development and training throughout your career.

The annualized base salary range for this role is $65,300 - $102,200 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand. From a benefits perspective, you will have a access to benefits such as medical and dental insurance, ESPP, 401(k) plan, vacation, sick leave and holidays, parental leave, wellness program and many more

Agency And Third-Party Recruiter Notice
Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition, Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.