Responsibilities
- 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
- Develop strong relationships with the end users and participate in the sale of both new systems and service contracts
- Provide direction and assistance to “generalist” field service engineers either contracted or direct/dealer employees
- 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
- 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
- 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 travel, expenses, meetings, and meals
- 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
- Required to wear dosimeter when in direct contact with radiation emitting devices
Requirements
- Technical degree in electrical or software engineering, or other related discipline or equivalent experience
- 10 plus years in field service
- 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
- 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
- Must be able to sit and/or drive for long periods of time when travelling
- 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
- 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
Nice to Have
- Technical degree in electrical or software engineering, or other related discipline or equivalent experience
Benefits
- 4 Different Blue Cross/Blue Shield Medical Plans to meet your needs
- Dental coverage through BlueCross/Blue Shield
- 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!
Work Arrangement
Hybrid
Additional Information
- Must be able to be compliant with hospital credentialing requirements
- Ability to travel 75% of the time
- Valid driving license and satisfactory driving record is mandatory and background and drug testing (pre and post-employment) is required
- Must be able to sit and/or drive for long periods of time when travelling
- 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
- 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
