Customer Success Engineer

Customer Success Engineer – Veterinary Imaging

Location:      USA

Join the Hallmarq World-Class Service and Support Team, dedicated to providing outstanding support for advanced veterinary imaging systems across global practices.

As a Customer Success Engineer, you will deliver remote and on-site support, assist in sales efforts, and lead the installation of MRI and CT systems tailored for equine and small animal health clinics.

As a Customer Success team member, your primary function is to solve customers’ problems. You will manage each customer interaction as a project, leveraging cross-functional resources to ensure timely and effective solutions, ultimately achieving customer satisfaction.

You will also be able to develop your skill set in various areas. As a team member, you’ll have the opportunity to broaden your expertise by learning skills across various roles within the Customer Success Team.

Responsibilities:

Field Service and Installation:

• Provide on-site technical assistance to troubleshoot and repair Hallmarq products at various locations worldwide.
• Install MRI and CT systems at customer facilities, ensuring full functionality according to Hallmarq specifications.
• Schedule and perform preventive maintenance procedures at sites in line with Customer Service Agreements and contracts.

Remote Technical Support:

• Provide remote technical support through calls and emails, addressing emergency and non-critical hardware and software issues.
• Diagnose potential faults through remote equipment monitoring and communication with customers and provide resolution guidance.

Team Coordination and Communication:

• Collaborate with other members of the Customer Success Team to resolve issues effectively.
• Escalate unresolved or complex issues to the Customer Success Global Team Lead.
• Ensure timely data entry into appropriate systems (e.g., Dynamics) for effective global communication.

Documentation and Reporting:

• Complete and submit all service documentation accurately following Hallmarq procedures and guidelines.
• Submit engineering change forms when part modifications are necessary.

Performance Monitoring and Improvement:

• Monitor the performance of installed systems and adjust maintenance schedules as needed to maintain optimal system functionality.
• Gather and relay customer feedback to facilitate system improvements.

Training and Knowledge Sharing:

• Maintain the Knowledge Base to support customer and team knowledge.
• Assist trainers in developing plans for ongoing user training sessions.
• Support the R&D team by contributing to the creation and updating of user materials for new releases and protocols.

Sales and Demonstrations:

• Assist the sales team by demonstrating products to clients and participating in sales conferences as needed.

Company Overview.

At Hallmarq Veterinary Imaging, we’re driven by one clear vision: to improve the lives of animals and the people who care for them. This commitment is more than just a statement—it’s the core of our company culture and the guiding principle behind our innovative solutions and exceptional service.

Since our founding in 2001, Hallmarq has pioneered veterinary imaging technology, being the only global provider of low-field standing equine MRI and high-field Small Animal MRI systems explicitly tailored for veterinary practices. Always advancing, we recently launched our third-generation Small Animal MRI, the Standing Equine Leg CT, and our comprehensive Q-Care support program to elevate customer experience and care.

Our dedication to innovation and excellence has been recognized multiple times. Hallmarq is a proud recipient of three Queen’s Awards for Enterprise in Innovation and International Trade, most notably winning in 2021 for our groundbreaking Small Animal 1.5T high-field MRI with Q-Care. We’ve also been honored with the Institute of Physics Award for our advanced Motion Correction Software and named a ‘Growth Champion’ by the Financial Times in 2017.

Join a team that blends cutting-edge technology with a deep passion for animal health, where your contributions directly support a mission to make a tangible difference in veterinary care worldwide.

Companywide requirements:

At Hallmarq, our values shape our culture, processes, and people. We expect all team members to embody these principles in their daily work:

We Care: Foster a supportive environment for colleagues, customers, animals, and the planet.

We Cultivate Partnerships: Show respect, empathy, and trust in every interaction with teammates and clients.

We Innovate with Curiosity: Stay curious, encourage curiosity in others, and embrace continuous learning to drive innovation.

We Make It Happen: Collaborate effectively to achieve results and overcome challenges.

We Take Pride: Strive for excellence by doing tasks right the first time and upholding high-quality standards in all you do.

Qualifications, Requirements and Skills:

Core Requirements:

• Certified technician or skilled worker in electrical engineering technology, biomedical engineering, or a related field.
• Three plus years of experience in servicing industrial or medical equipment.
• Physically capable of being around magnetic fields and lifting up to 70 lbs.
• Valid driver's license and passport; must be able to rent a car.
• Willingness to travel extensively and on short notice.

Technical Skills:

• Strong engineering skills with a proven ability to troubleshoot and service complex equipment.
• Proficiency in reading and interpreting mechanical and electrical drawings.
• Experience or understanding of MRI physics (preferred).
• MRI Cryogenic certification and/or experience (preferred).
• Knowledge of biomechanics and chemistry (preferred).

Soft Skills:

• Strong customer service skills, with the ability to communicate effectively with clients.
• Excellent team collaboration and interpersonal skills.
• Strong problem-solving skills with attention to detail.
• Effective organizational and multitasking abilities.
• Strong written and verbal communication skills.
• Training skills and the ability to convey technical information clearly.

Additional Skills and Knowledge:

• Clinical knowledge of equine and small animal pathologies (a plus).
• Foreign language skills (a plus).