Field Specialist Iii – Dd & Lwd Expert

Manatal-264; Ciudad de Mendoza; On-site; ARS 1,200,000 - 1,800,000; Full time

Job summary

Manatal-264 is seeking a Technical Support Engineer specializing in PACS to act as the primary contact for healthcare IT clients. You will troubleshoot, resolve incidents, and collaborate with IT, Product, Engineering, and PM teams to maintain high service quality.

The role requires proactive communication, detailed incident recording, and participation in ongoing improvements of support processes and knowledge bases, with DeepHealth platform updates and cloud integrations.

Qualifications

• Experience supporting PACS/RIS healthcare IT systems.
• Strong communication and incident documentation skills.

Responsibilities

• Serve as primary PACS technical support resource.
• Provide second-level support for PACS/RIS and healthcare IT systems.
• Respond to inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Coordinate projects and own tasks while serving as the primary point of contact for customer communication and issue resolution.
• Collaborate with IT, Product, Engineering, and Project Management teams to resolve complex issues.
• Monitor and triage support queues, assigning tickets to the appropriate teams.
• Maintain detailed records of incidents, resolutions, workflows, and system changes in the ticketing system.
• Contribute to continuous improvement initiatives, including knowledge base documentation and root cause analysis.
• Ensure compliance with healthcare regulatory standards and internal IT policies.
• Support and maintain relationships with key customers by providing proactive communication and technical guidance.
• Deliver product and service training to administrators and service-level users.

Skills

PACS knowledge

Healthcare IT

Troubleshooting

Tools

DeepHealth Platform

Job description

The Role: The Technical Support Engineer, PACS is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience.
This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.

Responsibilities:

Serve as the primary PACS technical support resource for customer healthcare IT projects.

Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.

Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.

Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.

Collaborate with IT, Product, Engineering, and Project Management teams to elevate and resolve complex issues.

Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.

Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.

Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.

Ensure compliance with healthcare regulatory standards and internal IT policies.

Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.

Deliver product and service training to administrators, service-level users, and customers as needed.

Perform DeepHealth RIS/PACS system updates, upgrades, and maintenance activities.

Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.

Integrate and support solutions within public cloud environments and DeepHealth platforms.

Design, implement, document, and support technical solutions that meet customer and organizational requirements.

Work cross-function