Technical Support Specialist

For over 90 years, Topcon’s vision has been to solve societal challenges around the globe. In healthcare, we are developing innovations that improve patients’ health and quality of life. 

We empower eye care providers with advanced imaging, diagnostic solutions, and intelligent data technology. Our robotic devices deliver simplicity without compromise, by capturing clear images with the push of a button. 

By joining Topcon Healthcare, you become part of a growing, diverse, global team. With office locations throughout North America, whether you are on-site, remote, or hybrid, our culture empowers you to contribute to company and personal success each day. At Topcon Healthcare, you can grow your career, gain new perspectives, and help address society’s most pressing challenges.  If you have drive, passion, and a desire to be part of a collaborative team, we want to hear from you.

At Topcon Healthcare, we don’t wait for the future. We invent it. Join us.

We're looking for a caring, customer-focused Support Specialist to join our dedicated team. In this role, you'll be the trusted voice our customers turn to when they need help. You'll make sure every interaction leaves them feeling heard, supported, and confident in our products. You'll combine genuine care for people with strong technical skills to resolve issues quickly, keep customers informed, and help clinics around the world get the most from our products and newly launched projects. A core focus of this role is EMR and PACS integration: you'll use your knowledge of DICOM and HL7 to connect our devices with the clinical systems our customers rely on every day. This role is fully onsite at our headquarters in Oakland, NJ. 

What You'll Do 

Customer Care 

• Serve as a friendly, professional first point of contact for customers by phone, guiding them through questions and helping them navigate resource catalogs. 

• Build lasting relationships with customers, distributors, and colleagues through patient, respectful, and responsive service. 

• Take ownership of escalated cases from start to finish, and keep customers updated at every step until the issue is fully resolved. 

• Work independently while always keeping the customer experience at the center of your decisions. 

Technical Support 

• Serve as the go-to expert for EMR and PACS integration, making sure images and patient data flow reliably between our devices and customers' clinical systems. 

• Configure, test, and troubleshoot DICOM connections, including modality worklists, image storage, and query/retrieve between devices and PACS. 

• Set up and support HL7 interfaces with EMR systems, resolving issues with orders, results, and patient demographic messages. 

• Partner with customers' IT teams and EMR/PACS vendors to plan, validate, and maintain integrations. 

• Help customers get back up and running by diagnosing hardware, software, and connectivity issues remotely or over the phone. 

• Track down the root cause of network and Windows issues that affect how devices perform and share data. 

• Troubleshoot application software, web hosting, and communication issues to keep customer systems connected and running smoothly. 

• Work with SQL databases to troubleshoot data issues, run queries, and help ensure customer records are accurate and accessible. 

• Guide customers through device setup and everyday operation. 

What You Bring 

Customer Care Skills 

• A genuine passion for helping people and a track record of delivering excellent customer service. 

• Warm, clear written and verbal communication, with the ability to explain technical topics in plain language. 

• Patience, empathy, and composure when customers are frustrated or under pressure. 

• Strong follow-up habits. You close the loop and make sure no customer is left waiting for an answer. 

• Negotiation, interpersonal, and critical-thinking skills. 

Technical Skills 

• Hands-on experience with EMR and PACS integration in a healthcare or medical device setting. 

• Strong working knowledge of DICOM, including modality worklist (MWL), C-STORE, C-FIND/C-MOVE, and DICOM conformance and troubleshooting. 

• Strong working knowledge of HL7 (v2.x), including ADT, ORM, and ORU messages, interface configuration, and message troubleshooting. 

• A strong IT background with hands-on troubleshooting experience. 

• Working knowledge of SQL, including running basic queries and resolving database connection issues. 

• Networking fundamentals, including TCP/IP, IP configuration, and diagnosing connectivity problems between devices and workstations. 

• Proficiency with Microsoft Windows (installation, configuration, and troubleshooting). 

• Ability to quickly analyze problems, isolate root causes, and implement effective fixes. 

• Experience using ticketing or case-tracking systems is a plus. 

Education and Other Requirements 

• A BS or AS in Electronic Technology, Biomedical Technology, Computer Science, or equivalent experience. 

• An engineering degree (Biomedical, Electrical, or Mechanical) is preferred. 

• 1-2+ years of relevant technical support, healthcare IT, medical device support, or EMR/PACS integration experience preferred. 

• Strong organization and multitasking skills. 

• Flexibility to work a range of schedules to support customers across multiple time zones. 

Base Pay: 

Expected Base Pay Range: $28.00 to $35.00 Hourly  

The base pay range included is a projected hiring range for a position, level and potential work location(s) listed.  Topcon provides the compensation range that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full-time schedule.    

Benefits*:  

Topcon offers a comprehensive benefit package for this position including medical, dental, vision, life insurance, disability insurance, tax saving spending accounts a 401(k) plan with employer match, tuition reimbursement in addition to other perks and benefits.  We also offer time off for our employees to recharge.  Our employees are eligible for paid company holidays, paid personal time off, and paid sick time that meets or exceeds state/local requirements.   

Topcon reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation; individual candidate compensation may be determined based on individual skills, experience, training, certifications, education, final work location and other factors not related to an applicant’s sex or other status protected by local, state, or federal law. Changes in the position level, location or other factors associated with the role may change the final determined compensation.  The recruiter can provide additional information during the hiring process.  

*Topcon time off policies can vary as well as roles which are exempt or non-exempt.  For hourly (“non-exempt”) employees, we offer personal paid time off which accrues in accordance with local standards.  For salaried (“exempt”) employees, we offer a flexible paid time off policy giving you flexibility to take time when needed, while supporting business needs.  All paid time off policies are in accordance with or exceeding local law.  Employees working at least 30 hours per week are eligible for our Health and Welfare benefit package. 

EEO Statement: 

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.