Jobs for People with MS: National MS Society

Connectivity Engineer

United States

As a leading innovator of women’s health, we at Hologic are empowering people to live healthier lives everywhere, every day. Our three divisions, Breast and Skeletal, Diagnostics and GYN Surgical rely on our customer support teams to provide vital support across the world to our customers. Highly skilled and trained, our technical support teams are at the forefront of providing customer excellence should there be any technical difficulties and we can provide immediate assistance.

We are hiring for a Connectivity Engineer and 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 internal and external customers, focusing on connectivity and interoperability with healthcare information systems.

• Perform investigations, troubleshooting, and root cause analysis using diagnostic tools.

• Support product installations, software upgrades, and configuration changes.

• 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.

• Occasional travel may be necessary.

• Perform other duties and projects as assigned, to meet company and department objectives

Required Experience

• Ability to work under minimal supervision from home office

• Strong 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

Education Requirements

• A four-year degree in a related technical discipline is preferred with minimally 3 - 6 years of relevant industry experience in a technical support capacity relating to connectivity in medical products

• 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 $76,800 - $122,400 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.

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