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Provide first level and second level technical support to the customer or dealers onsite or remotely and promote Service portfolio within the assigned region.

Schedules and manages installation, preventive maintenance and corrective maintenance of Supersonic Imagine products.

Conducts advanced troubleshooting to repair, test and qualify instruments located at customer sites.

Determines correct inventory levels of repair parts with supply lines.

Documents repair/ resolution of customer calls in CRM system and escalates issues to management as needed.

Works with Application Specialists on customer usability feedback and with Service Engineers to resolve escalated issues.

Keep management advised of issues and developments.

Ensure instrumentation is in compliance with regulatory requirements and quality control standards.

Provides support remotely from the home office and by regular on-site visits to customer sites.

Has the ability to solve a broad range of hardware and/or software problems of varying scope and complexity.

Self-management of schedule and work priorities to ensure that urgent customer requirements are addressed in a timely manner.

Frequent trips in the assigned region, and time to time in other regions.

Provides technical support to regional dealers/service partners if needed.

Escalates field issues/feedback to Solution Engineers for further investigation.

Promotes service portfolio to customers and dealers within the assigned region.

Provides support and input for tender on service engagement.

Provides support and assistance in local congresses and demo system set up if needed.

Degree in Mechanical/Electrical/Biomedical Engineering degree or equivalent by experience. Ultrasound and DICOM knowledge is a plus.

At least 3 to 4 years’ hands-on experience in Field Service, installation and troubleshooting complex electronic equipment.

Capable of prioritizing multiple tasks and determining urgency in a dynamic, fast-paced environment.

Demonstrates exceptional customer relations skills, results driven and a robust service- oriented approach.

Be a self-starter and work without close supervision, be able to successfully schedule, organize and conduct field service activities in assigned territory.

Ability to work efficiently with customers and colleagues in difficult and stressful situations.

Excellent written and verbal communication skills in the language of the country where the engineer is based.

Knowledge in French and another local language(s) of the assigned region i is a plus.

Professional level of English language, written and verbal.

Valid driver’s license and willingness to travel, nationally, and internationally.

Field Service Engineer