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 and 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 and supervise and train less experienced staff. The candidate will also prepare monthly activity reports with specific technical issues and resolutions and 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 and a positive, professional image that reflects well on Samsung. On-site troubleshooting and resolving complex technical problems on Ultrasound equipment in a medical environment is expected. The individual will drive customer satisfaction through service excellence by conducting preventive maintenance, managing repair/parts cycle times, and have a very high level of product knowledge. Also, they will 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.