Field Service Engineer, Ultrasound (Southeast) at Samsung Healthcare USA – Remote, Texas

Field Service Engineer, Ultrasound (Southeast)

• Territory: Primarily Texas, New Mexico, and Oklahoma with occasional travel elsewhere
• Travel: This position requires up to 75% travel which may include some weekends

Who We Are

Boston Imaging serves as the U.S. headquarters for Samsung Healthcare’s Ultrasound and Digital Radiography businesses, overseeing nationwide sales, marketing, service, and distribution. Our advanced imaging technologies are trusted by leading healthcare institutions around the world to enhance patient care, improve satisfaction, and increase workflow efficiency.

As part of Samsung Healthcare USA, Boston Imaging works alongside NeuroLogica to deliver Samsung’s full portfolio of imaging solutions, including Ultrasound, Digital Radiography, and Computed Tomography. Backed by the global strength of Samsung Electronics, we are advancing medical imaging at an unmatched rate of innovation, developing customer-centric solutions quickly and with passion to address the real challenges clinicians face every day.

Guided by a vision to make the world a healthier place, Boston Imaging empowers healthcare providers with technology that helps them diagnose more confidently, deliver care more quickly, and do so in a cost-effective way. By continually refining today’s solutions and accelerating the breakthroughs of tomorrow, Samsung Healthcare remains at the forefront of an ever-evolving healthcare landscape.

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. Supporting other modalities such as Digital Radiography is sometimes required.

Key duties and responsibilities, 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
• 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

Qualifications and Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience

• 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
• 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
• Budget, expense, and resource management experience required
• Must be able to assemble facts from various areas, analyze data, and provide informed recommendations to management Position is administered in an extremely fluid, fast paced, at time high pressure, with multiple high priority demands.
• The employee is exposed to various business environments such as extremely busy hospitals or clinics where down time creates stress for the business and the patient

Competencies & Skills

• You must be comfortable with technology, and be able demonstrate proficiency with MS Office package, including Excel, Word, and Powerpoint; as well as Outlook, Internet Explorer, and Google Chrome
• 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

Travel Requirements

• Willingness to travel internationally, overnight, and on weekends with 75% travel required
• Must have a valid driver’s license and satisfactory driving record; background and drug testing (pre‑ and post‑employment) is required

Physical Requirements

• Regularly lift and /or move up to 25 pounds, frequently lift and/or move up to 50 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
• Must be able to stand for long periods of time (8-15 hours) for multiple days
• Regularly exposed to wet or humid conditions (non-weather); fumes or airborne particles; toxic or caustic chemicals; outdoor weather conditions; extreme cold (non-weather) and extreme heat (non-weather).
• Interaction with x-ray devices; for this reason strict safety and tracking programs are in place, requiring the utilization of dose monitoring equipment either full time or as necessitated by situation
• The noise level in the work environment is occasionally very loud.
• Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus

Benefits

We offer a comprehensive benefit package which includes:

• Medical (Blue Cross Blue Shield): 5 PPO Plans (with up to 95% employer contribution)
• Dental (Blue Cross Blue Shield): 2 PPO Plans (with up to 80% employer contribution)
• Vision (Blue Cross Blue Shield): 100% company paid
• Short/Long Term Disability, Life & AD&D (The Standard): 100% company paid
• 401k Retirement (Fidelity): 100% company match up to 5%
• Tax Deferred Health Care Savings Programs
• Accident Insurance, Critical Illness, Hospital Indemnity, Pet, Legal, ID Theft
• Generous paid time off, tuition reimbursement, and more!

Inclusion and Diversity Statement: We are an Equal Opportunity Employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law. We are committed to providing reasonable accommodation to individuals with disabilities throughout the application and employment process. If you require assistance or accommodation, please contact Human Resources.