Field Service Engineer

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. 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
• 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
• Be completely self-sufficient in the field 
• 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

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
• 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
• 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
• 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

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