Customer Loyalty Engineer - Ultrasound

NeuroLogica - Houston, TX

Full-timeEstimated: $65,000 - $84,000 a year
Job Title: Senior Customer Loyalty Engineer - Ultrasound
Reports To: Service Manager Department: Global Operations – Customer Service
Direct Reports: None Location: 75% Travel/25% Home Office
FLSA Status: Exempt EEO-1: Sales
Prepared By/Date: Human Resources September 2018

SUMMARY: 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 works from an assigned a 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. In time this position will be responsible for providing direction and assistance to “generalist” field service engineers.

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 experience 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 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: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & 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
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 patient
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 Chrome
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 focus

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 duties