[Hiring] Field Service Engineer, Mobile CT @Samsung HME America Inc

Role Description

Support our Service network and help build a world class Customer Satisfaction Department. This position requires the ability to work flexible hours including nights and weekends as required to respond to customer requests and service calls.

• On-site troubleshooting and resolving complex technical problems on CT equipment in a medical environment
• Drive customer satisfaction through service excellence by conducting preventive maintenance, managing repair/parts cycle times
• Ensure escalation situations are managed and corrected quickly and professionally
• Provide 2nd line support to the distributors in all aspects of customer support
• Have a very high level of product knowledge
• Define PM kits and all service tools
• Build a service database of information to align with our corrective action systems
• Provide information such as fault trees and training materials
• Run tests and simulations at our facility to assist with problem solving
• Travel to the field to train and/or resolve customer issues
• Train service engineers
• 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 REPtrax and VendorMate
• 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

Qualifications

• Associates Degrees in Electronics, Telecommunications, or Computer Networking or other related discipline or equivalent experience preferred
• Technical training and at least 2 years hands-on experience servicing medical equipment. Experience with CT and Imaging a plus
• 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

Requirements

• Comfortable with technology, able to present using a laptop computer
• Proficient with MS Office package, including Excel, Word, and PowerPoint; as well as Outlook, Internet Explorer, and Google Chrome
• Familiarity with clinical and economic outcome data, reimbursement, and managed care policies and procedures is highly desirable
• 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 situations 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

Travel Requirements

• Willingness to travel internationally, overnight, and on weekends with 75% travel required
• Must have a valid driver’s license and satisfactory driving record; background and drug testing (pre‑ and post‑employment) is required

Physical Requirements

• Regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 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
• Must be able to stand for long periods of time (8-15 hours) for multiple days
• 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

Benefits

• Medical (Blue Cross Blue Shield): 5 PPO Plans (with up to 95% employer contribution)
• Dental (Blue Cross Blue Shield): 2 PPO Plans (with up to 80% employer contribution)
• Vision (Blue Cross Blue Shield): 100% company paid
• Short/Long Term Disability, Life & AD&D (The Standard): 100% company paid
• 401k Retirement (Fidelity): 100% company match up to 5%
• Tax Deferred Health Care Savings Programs
• Accident Insurance, Critical Illness, Hospital Indemnity, Pet, Legal, ID Theft
• Generous paid time off, tuition reimbursement, and more!