Field Service Engineer, Ultrasound; Southeast

Position: Field Service Engineer, Ultrasound (Southeast)
Field Service Engineer, Ultrasound

Territory:
Primarily Mississippi, Louisiana, and Alabama with occasional travel elsewhere

Must be able to be compliant with hospital credentialing requirements.

WHO WE ARE:

Boston Imaging, a subsidiary of Samsung Electronics Co. Ltd., develops, manufactures, and markets innovative imaging technologies and is committed to delivering fast, easy, and accurate diagnostic solutions to healthcare providers. Boston Imaging is the US headquarters for sales, marketing, service and distribution of all Samsung digital radiography and ultrasound systems. Our advanced medical technologies are used worldwide in leading healthcare institutions, helping providers enhance patient care, improve patient satisfaction, and increase workflow efficiency.

Samsung is committed to being a leader in the field of healthcare imaging.

Samsung is a growing presence in the radiology field and is committed to delivering fast, easy and accurate imaging solutions to healthcare providers. The full range of Samsung imaging solutions includes Ultrasound, Digital Radiography, and mobile Computed Tomography (mCT). Samsung aims to become a global leader in the medical imaging space and is investing heavily in developing innovative, advanced imaging technologies that will improve the quality of people's lives.

Samsung keeps a constant eye on the always-evolving, ever-changing imaging industry. By continually enhancing current product lines and seeking to develop new technologies, Samsung is at the forefront of the imaging frontier.

ROLE

DESCRIPTION:



Responsible for escalated onsite support for our premium ultrasound imaging products within the tier one hospital networks;
Represent Samsung as the subject matter expert in Ultrasound and serve as the "go to" resource for difficult service issues;
This position is remote and/or office based. This position works from an assigned strategic region within the United States supporting Samsung channel partners and end users;
Develop strong relationships with the end users and participate in the sale of both new systems and service contracts. This position is unique requiring both highly technical skills and participation in the sales process, it is both tactical and strategic, which will be essential to the success of the sales growth of high-end ultrasound products. This position will also be responsible for providing direction and assistance to "generalist" field service engineers either contracted or direct/dealer employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned

• 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
• Attend and complete all required training and certification exams
• Learn to be proficient in service and repair of all systems (current, new, and updates)
• Be able to work independently and take ownership of customer base
• Be completely self-sufficient in the field
• Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, effectiveness while meeting daily service expectations
• 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))
• Follow all company policies regarding…