Remote Field Service Engineer, Ultrasound

Summary

Join Boston Imaging as a Field Service Engineer, Ultrasound, and work primarily in Northern California & Oregon with occasional travel elsewhere. As the subject matter expert in Ultrasound, you will provide escalated onsite support to our premium ultrasound imaging products within tier one hospital networks. This role requires both highly technical skills and participation in the sales process.

Requirements

• Technical degree in electrical or software engineering, or other related discipline or equivalent experience preferred
• 10 plus years in field service preferred
• 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
• Ability to travel 75% of the time
• ISO, FDA, CMDR Awareness Training and Product Complaint System, or Certification – Health Stream
• 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

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

Benefits

• 6 Different Blue Cross/Blue Shield Medical Plans to meet your needs
• Dental coverage through Delta Dental
• Vision coverage by VSP
• Company paid Short-term and Long-term Disability coverage
• $1 for $1 401k match up to 5% managed by Fidelity