System downtime remains one of the most persistent challenges facing imaging and clinical engineering teams, affecting everything from patient throughput to departmental revenue. During the recent ICE Magazine webinar, “Reducing Downtime: John Walker’s Guide to Using Technical Support Effectively,” sponsored by AllParts Medical, attendees gained practical, field-tested strategies for minimizing disruptions and accelerating system recovery through better collaboration with technical support teams.
The session focused on a core reality familiar to field service engineers and imaging professionals alike: downtime is rarely caused by a single issue, but it can often be shortened through better preparation, communication and decision-making. Walker emphasized that technical support should not be viewed as a last resort, but rather as a strategic partner in the troubleshooting process.
Walker outlined a structured approach to engaging technical support more effectively, beginning with recognizing the right moment to escalate an issue. Waiting too long to involve support can prolong outages, while calling too early without sufficient information can slow resolution. The key, he explained, is developing situational awareness like understanding when troubleshooting efforts have reached a point where additional expertise is needed.
A central theme of the presentation was preparation. Walker encouraged engineers to gather critical system details before contacting support, including error codes, recent maintenance history, system configuration information and a clear timeline of events leading up to the failure. This level of readiness allows support teams to move directly into problem-solving mode rather than spending valuable time collecting basic information.
Equally important is communication. Walker stressed the value of clearly describing symptoms, documenting troubleshooting steps already performed and avoiding assumptions about root causes. Structured communication, he noted, helps technical support teams quickly narrow down possibilities and recommend targeted solutions.
The webinar delivered actionable tools that attendees can immediately apply in their daily work. Walker shared checklists and documentation practices designed to standardize the troubleshooting process and improve consistency across teams.
Among the recommended best practices:
• Maintain a running log of system performance and maintenance activities
• Capture screenshots or photos of error messages when possible
• Document environmental conditions that may affect system performance
• Establish clear escalation thresholds for contacting technical support
• Conduct post-incident reviews to identify lessons learned
These practices help resolve current issues more quickly and build institutional knowledge that can prevent future downtime.
Walker also highlighted the importance of relationship-building between field engineers and technical support personnel. Familiarity with support teams and understanding their processes can streamline communication and create a more collaborative problem-solving environment.
Attendees were asked, “’How would you describe ICE webinars to a collegue?”
“Very informative,” said Edwin Alvarez, an assistant director of radiology at Montefiore Hospital.
“Informative and broadening of perspective,” added Christopher Wheeler, a CT technical support specialist at AllParts Medical.
“Great source of education,” noted Sondra Waltmon, outpatient imaging supervisor and PACS administrator at Baptist Health Paducah.
Attendees were also asked, “Why do you read ICE magazine?”
“The fresh perspective presented within the ICE magazine regarding healthcare continues to keep my passion alive,” said Gail Renata Marlowe, a medical imaging manager at Woman’s Wellness Center in Pennsylvania.
The session is part of ICE Magazine’s ongoing webinar series, which continues to expand its reach within the imaging and healthcare technology management community.
Sponsored webinars remain a key component of ICE Magazine’s educational mission, providing accessible continuing education opportunities and connecting industry experts with frontline professionals.
A recording of the webinar is available for on-demand viewing at ICEwebinars.live
