Field Service Engineer, Ultrasound (Southeast)

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