Technical Support Engineer - Mobile CT
Danvers, MA
Service – Field Service /
Full-Time /
Remote
Technical Support Engineer - Mobile CT
Must be able to be compliant with hospital credentialing requirements.
WHO WE ARE:
NeuroLogica Corp., a subsidiary of Samsung Electronics Co. Ltd., develops, manufactures, and markets innovative imaging technologies and is committed to delivering fast, easy, and accurate diagnostic solutions to healthcare providers. NeuroLogica is the global corporate headquarters and manufacturer of mobile computed tomography, and is also 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. In 2015, NeuroLogica became the US headquarters for all of Samsung Health and Medical Equipment. 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:
Develop a very high level of product knowledge to respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software; support our service network, and help build a world class technical support center. This position requires periodic weekend and after-hours support. Experience with CT Imaging required.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned
- Provide remote technical support (via phone, email, and direct remote connection) to customers, distributors, sales representatives, and field service engineers who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software
- Be available to personally dispatch and go onsite under short notice to provide additional support to FSE’s for complex situations or high profile customers as directed by leadership in support of business continuity and commercial growth.
- Provide onsite troubleshooting and resolving of complex technical issues on imaging equipment in a hospital environment
- Report design, reliability, and maintenance problems or bugs to design engineering/software engineering
- Run tests and simulations at our facility in order to assist with problem solving
- Ensure escalation process is followed appropriately by clients and distributors
- Assist engineers with the specification, design, and implementation of solutions to field problems
- Assist with the evaluation and testing of new revisions of product software and components before they are distributed to the field
- Assist with training and development of service engineers on customer support policies and practices
- Develop, Expand, and Maintain available Technical Resources & Support Infrastructure for the Service Group and Distributor network when necessary. This includes documents & manuals for both existing & new products, the field change notice program, and the web-based information portal
- Act as primary FSE backup when needed in the case of work overflow/sick/vacation as determined by RSM or Director
- Attend and complete all required training and certification exams
- Become and remain compliant with REPtrax and VendorMate
- Follow all company policies regarding travel, expenses, meetings, and meals
- Maintain current, very high level of knowledge for all products
- Required to wear dosimeter when in direct contact with radiation emitting devices
EDUCATION & EXPERIENCE
- Bachelor’s Degrees in Electronics, or other related discipline or equivalent experience preferred
- Technical training and at least 2 years hands on experience servicing medical equipment or similarly complex devices.
- Experience with CT Imaging required
- 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
- Demonstrates skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical
- ways
- This job is a fully qualified, career-oriented position where the individual works on problems of diverse scope where analysis of data requires evaluation of identifiable factors
- Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Interacts with senior internal and external personnel
- Must be able to assemble facts from various areas, analyze data, and provide informed recommendations to management
- Excellent verbal and written communication skills and work effectively in a demanding, fast paced environment
- Customer focused with exceptional problem solving skills
- Willing to travel overnight occasionally
- Valid driving license and satisfactory driving record is mandatory and background and drug testing (pre and post-employment) is required
COMPUTER 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 Chrome
- Salesforce experience a plus
PHYSICAL REQUIREMENTS
- Regularly lift and /or move up to 25 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move more than 100 pounds
- Often required to Push/pull weights of over 100 pounds when maneuvering Company equipment for repair
- 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
COMPETENCIES
- 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
About NeuroLogica
Located North of Boston in Danvers, MA, NeuroLogica Corporation, a subsidiary of Samsung Electronics, develops, manufactures and markets innovative medical imaging equipment for healthcare facilities and private practices worldwide. As a fast-moving, entrepreneurial company, NeuroLogica is a rapidly growing presence in the radiology field and is committed to delivering fast, easy and accurate imaging solutions to healthcare providers. We welcome you to learn more at: https://www.neurologica.com .
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.com for any questions or requests.
NeuroLogica 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.
