Boston Imaging - A Samsung Company · 2 months ago
Field Service Engineer, Ultrasound (South)
Dallas, TX, US
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expBoston Imaging, a subsidiary of Samsung Electronics, serves as the U.S. headquarters for Samsung Healthcare’s Ultrasound and Digital Radiography businesses. The Field Service Engineer will provide escalated onsite support for ultrasound imaging products, work closely with hospital staff, and contribute to both technical service and sales processes.
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Responsibilities
Serve as customer facing senior technical resource and work in collaboration with biomed engineers and other senior staff members at the tier one hospitals
Use effective troubleshooting techniques to respond to complex technical issues for the end user. Identify problems and coordinate appropriate corrective and preventive action
Conduct periodic meetings with the end user to develop a strong working relationship and to ensure customer satisfaction
Manage escalated technical issues in a timely and effective manner. Ensure escalation situations are managed and corrected quickly and professionally
Stay current with product changes and specifications by periodic visits to Head Quarters in South Korea
May provide on-call support coverage via a call rotation schedule as needed
Supervise and train less experienced staff
Prepare monthly activity reports with specific technical issues and resolutions
Log all support issues and information into the call center database
Present to the customer the Samsung story and service strategy during the sales presentation
Present a positive, professional image that reflects well on Samsung
Self-directed, able to prioritize and effectively handle multiple service issues at one time in high pressure situations which requires a cool and professional manner
On-site troubleshooting and resolving complex technical problems on Ultrasound equipment in a medical environment
Drive customer satisfaction through service excellence by conducting preventive maintenance, managing repair/parts cycle times
Have a very high level of product knowledge
Build a service data base of information to align with our corrective action systems
Run tests and simulations at our facility to assist with problem solving
Travel to the field to train and or resolve customer issues
Learn to be proficient in service and repair of all systems (current, new, and updates)
Become and remain compliant with any required credentialing services (this includes, but is not limited to, passing a drug screen(s) and background check(s))
Maintain basic system operational and service understanding in order to answer customer questions and resolve issues independently
Maintain service calendar accessible by CS Manager/staff
Close reports to CSD on Great Plains, PM Reports, Service Reports
Qualification
Required
This position requires a minimum of 75% travel
Exceptional customer service skills with expertise in troubleshooting, diagnosing and solving complex technical issues
Must be able to be compliant with hospital credentialing requirements
Wide degree of creativity, leadership, and latitude is expected
Relevant and demonstrable technical support service experience in the Ultrasound environment
Strong working knowledge of Ultrasound hardware and software operating systems
Ability to work professionally with all levels of hospital organization staff
Excellent organizational, time management, written and verbal communication skills
Ability to complete multiple tasks with minimal direction
Experience with mechanical devices, tools and test equipment, telecommunications systems, and working knowledge of computer networking
Must demonstrate fluent English verbal and written communication skills and work effectively in a demanding, fast paced environment
Willing to travel overnight
Valid driving license and satisfactory driving record is mandatory and background and drug testing (pre and post-employment) is required
Budget, expense, and resource management experience required
Must be able to assemble facts from various areas, analyze data, and provide informed recommendations to management
Regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 40-60 pounds
Frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear
Must be able to sit and/or drive for long periods of time when travelling
High attention to detail
Understanding of terminology and ability to share and communicate effectively within the group
Ability to organize and prioritize tasks resulting in consistent productivity
Ability to function within and support a team environment and build strong working relationships
Dependable and punctual
Ability to meet accuracy and productivity goals
Good problem-solving skills, ability to evaluate situation and prioritize factors in decision making
Self-motivated, utilize available resources for self-improvement and development
Flexible: able to follow directives and accomplish tasks outside of normal duties
Preferred
Technical degree in electrical or software engineering, or other related discipline or equivalent experience preferred
10 plus years in field service preferred
ISO, FDA, CMDR Awareness Training and Product Complaint System, or Certification – Health Stream
Benefits
5 Different Blue Cross/Blue Shield Medical Plans to meet your needs
Dental coverage through BlueCross/Blue Shield Dental
Vision coverage by Blue Cross/Blue Shield
Company paid Short-term and Long-term Disability coverage
$1 for $1 401k match up to 5% managed by Fidelity
Other benefit options such as company paid employee life insurance, a wellness program, tuition reimbursement and many more!
Company
Boston Imaging - A Samsung Company
Boston Imaging, A Samsung Company, serves as the U.S.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase