Field Service Engineer, Ultrasound; Southeast

Field Service Engineer, Ultrasound (Southeast)

Boston Imaging – a subsidiary of Samsung Electronics – is seeking a Field Service Engineer to support ultrasound imaging products primarily in Mississippi, Louisiana, and Alabama, with occasional travel elsewhere. The role requires compliance with hospital credentialing requirements and offers the opportunity to engage tier‑one hospital networks, participate in sales, and serve as a technical subject‑matter expert.

The position is remote/or office‑based but requires frequent field visits. Responsibilities include representing Samsung, troubleshooting complex technical issues, managing escalations, training less experienced staff, preparing reports, and maintaining compliance with credentialing and safety protocols.

• Serve as a senior technical resource, collaborating with biomedical engineers and other senior staff at tier‑one hospitals
• Use effective troubleshooting techniques to respond to complex technical issues for end users
• Conduct periodic meetings with end users to develop strong working relationships and ensure customer satisfaction
• Manage escalated technical issues in a timely and effective manner, ensuring quick and professional resolution
• Stay current with product changes and specifications through periodic visits to Headquarters in South Korea
• Provide on‑call support coverage as needed via a call rotation schedule
• Supervise and train less experienced field service engineers
• Prepare monthly activity reports with specific technical issues and resolutions
• Log all support issues and information into the call center database
• Present Samsung’s story and service strategy during sales presentations
• Maintain a professional image consistent with Samsung’s brand
• Prioritize and handle multiple service issues simultaneously in high‑pressure situations
• On‑site troubleshoot and resolve complex technical problems on ultrasound equipment in a medical environment
• Drive customer satisfaction through service excellence by conducting preventive maintenance and managing repair/parts cycle times
• Demonstrate a very high level of product knowledge
• Build a service data base to support corrective action systems
• Run tests and simulations at our facility to assist with problem solving
• Travel to the field to train and resolve customer issues
• Attend and complete all required training and certification exams
• Learn to be proficient in the service and repair of all systems, current, new, and updated
• Work independently and take ownership of customer base
• Be completely self‑sufficient in the field
• Manage time effectively, prioritizing and making good business judgments related to efficiency and effectiveness while meeting daily service expectations
• Become and remain compliant with credentialing services, including drug and background checks
• Follow all company policies regarding travel, expenses, meetings, and meals
• Maintain basic system operation and service understanding to answer customer questions and resolve issues independently
• Maintain a service calendar accessible by CS Manager/staff
• Close reports to CSD on Great Plains, PM Reports, and Service Reports
• Wear dosimeter when in direct contact with radiation‑emitting devices

• Technical degree in electrical, software engineering, or related discipline, or equivalent experience
• 10+ years in field service preferred
• Exceptional customer service skills with expertise in troubleshooting and complex technical problem solving
• Must comply with hospital credentialing requirements
• Creative, leadership, and initiative expected
• Relevant and demonstrable technical support experience in the ultrasound environment
• Strong working knowledge of ultrasound hardware and software operating systems
• Professional interaction with all levels of hospital staff
• Excellent organizational, time‑management, written, and verbal communication skills
• Ability to complete multiple tasks with minimal direction
• Travel 75% of the time, including overnight stays
• ISO, FDA, CMDR awareness training and product complaint system or Health Stream certification
• Experience with mechanical devices, tools, test equipment,…