Field Service Engineer, Ultrasound (Southeast)

Field Service Engineer, Ultrasound (Southeast)

• Territory: Primarily Mississippi, Louisiana, and Alabama with occasional travel elsewhere
• Travel: This position requires a minimum of 75% travel

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.

Essential 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

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
• 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 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

Computer 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

Physical Requirements

• 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

Competencies

• 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

About Boston Imaging, A Samsung Company

Located North of Boston in Danvers, MA, NeuroLogica Corporation, who does business in the Ultrasound and Digital Radiography space as Boston Imaging, is a subsidiary of Samsung Electronics who develops, manufactures and markets innovative medical imaging equipment for healthcare facilities and private practices worldwide.  As a fast-moving, entrepreneurial company, Boston Imaging is a rapidly growing presence in the medical imaging field and is committed to delivering fast, easy and accurate imaging solutions to healthcare providers.  We welcome you to learn more at: https://www.bostonimaging.com/ .

We offer a comprehensive benefit package which includes;

• 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! 

Please contact NeuroLogica if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment."  Contact careers@neurologica.com for any questions or requests. 

Boston Imaging welcomes diversity and is an AA/EEO Employer – Minorities/Women/Veterans/Disabled and other protected categories are always encouraged to apply. The company’s AAP can be made available for inspections upon requests.