Field Service Engineer, Ultrasound (DC/MD/VA)
Company: Nima Labs Inc
Location: Washington
Posted on: September 21, 2023
Job Description:
Field Service Engineer, Ultrasound (DC/MD/VA)Territory:
Primarily Metro D.C., Baltimore, and Virginia, with occasional
travel elsewhere.Must be able to be compliant with hospital
credentialing requirements. WHO WE ARE:Boston Imaging is the US
headquarters for sales, marketing, service and distribution of all
Samsung digital radiography and ultrasound systems. Our advanced
medical technologies are used worldwide in leading healthcare
institutions, helping providers enhance patient care, improve
patient satisfaction, and increase workflow efficiency. Samsung is
committed to being a leader in the field of healthcare
imaging.Samsung is a growing presence in the radiology field and is
committed to delivering fast, easy and accurate imaging solutions
to healthcare providers.The full range of Samsung imaging solutions
includes Ultrasound, Digital Radiography, and mobile Computed
Tomography (mCT). Samsung aims to become a global leader in the
medical imaging space and is investing heavily in developing
innovative, advanced imaging technologies that will improve the
quality of people's lives.Samsung keeps a constant eye on the
always-evolving, ever-changing imaging industry. By continually
enhancing current product lines and seeking to develop new
technologies, Samsung is at the forefront of the imaging
frontier.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 . Supporting other modalities
such as Digital Radiography is sometimes required.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 devicesEDUCATION & 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 patientCOMPUTER 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 ChromePHYSICAL 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 focusCOMPETENCIES
- 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 dutiesAbout Boston ImagingLocated 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: .We offer a
comprehensive benefit package which includes;- 6 Different Blue
Cross/Blue Shield Medical Plans to meet your needs- Dental coverage
through Delta Dental- Vision coverage by VSP- 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 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.
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Keywords: Nima Labs Inc, Washington DC , Field Service Engineer, Ultrasound (DC/MD/VA), IT / Software / Systems , Washington, DC
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