Regional Field Service Leader, South - DR/Ultrasound/mCT

Regional Field Service Leader, South (Ultrasound / Radiology / Mobile CT)

Travel within assigned Zone and nationally is required by the business:  60% Travel / 40% Home office

Who We Are

Samsung HME America (Healthcare and Medical Equipment) is Samsung’s U.S. medical imaging organization, delivering advanced diagnostic solutions across Ultrasound, Digital Radiography, and Computed Tomography. We lead nationwide sales, marketing, service, and distribution of Samsung’s imaging technologies, partnering with healthcare providers to strengthen diagnostic capabilities, streamline clinical workflows, and support better patient care. Samsung HME America also serves as the global manufacturing center for Samsung’s mobile Computed Tomography (mCT) business, leading the development of advanced CT systems used by healthcare providers worldwide.

Backed by Samsung Electronics’ global technology leadership, our teams work closely with clinicians to translate real-world challenges into innovative imaging solutions. Our culture combines a sense of urgency, customer focus, and clinical collaboration to advance the future of medical imaging.

Role Description

Lead a team of professional Field Service Engineers supporting medical facilities using Samsung/Neurologica products in a designated geographic region and help build a world class service organization. This position is a hands-on, technical and Leadership role relying on the ability to work flexible hours, including nights and weekends as required, to respond to the team’s needs, and customer requests. Field service is a 24/7 operation with high demands on the team for responsiveness and technical savvy. In addition to providing service to their own territory, the Regional Service Leader will be expected to provide leadership, guidance and day-to-day support to the regional team and Management. Proving in-depth technical guidance to team individuals and operators is a critical part of this role. Other responsibilities will include but are not limited to; arranging sufficient coverage, interviewing and selection of new FSEs, training and development of the team, supporting team performance assessments, developing work assignments and recognition/disciplinary actions as needed.

Responsibilities include handling complex customer relationships concerned with technical service problems of operation, testing and maintenance of Samsung/Neurologica products. . Assisting customers by interpreting and clarifying instructions, publications or other technical data issued to the customer and by obtaining all requested information on engineering problems. Observing customer operating and maintenance procedures and making recommendations for improvements. Conducting special inspections or tests and instructing operators in the proper methods of conducting inspections. Assisting operators to keep up with current modifications and advising operators as to the interchangeability of parts. Submitting detailed reports to the Zone Service Manager on all problems including a weekly, monthly and quarterly report on general situation at the assigned facility.

Key duties and responsibilities, other duties may be assigned

• Responsible for DR/USS/Mobile service initiatives, strategies, and processes to improve shared services control, material productivity, customer satisfaction, and service delivery
• Manage employees and operations of the Field Service Employees (FSEs), Depot Employees, Dealer network and support Samsung Head Quarters (HQ) for rest of world Mobile CT Service
• Work with DR/USS/Mobile CT sales team to develop “win-win” strategies to capture incremental service business and grow service contracts
• Work with the Business Development Managers, Technical Service Operations leadership, and field engineers to coordinate and implement service contracts and support noncontract revenue growth
• Responsible for national service P&L and drive to achieve revenue and margin goals.
• Build strong relationships with customers, Sales Team and dealer network, creating and reinforcing customer satisfaction
• Promote teamwork, communication, and influence others to achieve business results, driving revenue and creative non-contract revenue programs
• Promote the use of internal support resources, third party service providers and other subject matter experts, champion escalations, and coordination of necessary resources for speedier resolution of DR service delivery issues
• Able to conduct professional presentations to customers utilizing PowerPoint, or other presentation programs
• Manage parts consumption and usage, and approval mechanisms to control material costs, either as a shared service, or as a direct leader 
• Ensure escalations are managed and corrected quickly and professionally
• Establish goals and objectives for all FSEs and review performance against operating plans and standards 

Qualifications and Requirements: 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education, Skills & Experience

• Associate's degree, Bachelor’s degree preferred, in Electronics, Telecommunications, or Computer Networking or Technical training and at least 10 years hands on experience servicing medical equipment. Experience with DR/Ultrasound/mCT a plus
• ISO, FDA, CMDR Awareness Training and Product Complaint System, or Certification – Health Stream
• Hands-on experience demonstrating strong troubleshooting skills
• Understand basic theory of operation of mechanical and electrical systems of Xray and Ultrasound Systems
• Basic electrical and electronic circuit background very helpful
• Hands on familiarity with mechanical tools and processes required
• Solid understanding of service-based delivery models and operational structures
• Proven management skills with the ability to train and motivate
• Effective communicator and thought leader
• Strong written and verbal communication skills
• Ability to think and act strategically, using data and analytics to set priorities and drive decisions
• Intermediate to advanced skills with standard Microsoft Office platform, particularly Excel
• Must demonstrate fluent English verbal and written communication skills and work effectively in a demanding, fast paced environment
• Ability to understand Budget, expense, and resource management
• Rapid responsiveness which includes being able to assess and analyze facts from various areas and rapidly provide an accurate and informed response to the team, customers or management

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 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

Computer & Analytical Skills

• You must be excellent with technology, be able to present using a laptop computer and be able demonstrate proficiency with MS Office package, including Excel, Word, and PowerPoint; as well as Outlook, Internet Explorer, and Google Chrome

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 is required. 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

Benefits

We offer a comprehensive benefit package which includes:

• 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!

Inclusion and Diversity Statement: We are an Equal Opportunity Employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law. We are committed to providing reasonable accommodation to individuals with disabilities throughout the application and employment process. If you require assistance or accommodation, please contact Human Resources.