Regional Support Engineer (ct/mri/pet - ct/x - ray/angio)

Regional Support Engineer

United Imaging is a leading global medical device developer and supplier with a diversified portfolio of advanced medical products, digital healthcare solutions, and intelligent solutions that cover the entire process of imaging diagnosis and treatment. From our North American HQ in Houston, we are passionate about expanding our customer sales and support structure, embracing the highest quality and craftsmanship in each of our medical imaging products, and dedicated to building an outstanding organization.

Join our innovative team with the mission of developing and supplying advanced technologies and improving patient care worldwide. As part of our global team, you will have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.

The Regional Support Engineer will provide technical support to the Field Service team and act as a primary technical liaison between the business unit and the field. The position will require the ability to deliver customer service that delights and positively differentiates the United Imaging Healthcare experience for our customers. The successful candidate will have many years of experience in MI technical support, service, and repair. He / she will also help lead the tactical buildup of MI technical experience in the customer service organization as we go through a period of fast growth. The Region Support Engineer must demonstrate the ability to live and work in a fast-paced environment with a group of colleagues striving to build a successful and collaborative team to support healthcare customers across the country. The position will report to the Vice President of Technical Support and Service Training.

Duties & Responsibilities

• Acting as Regional Support Specialist for MI (PET/CT) systems in the USA: providing rapid technical support to Customer Service Engineers and Customers, both remote and on-site as needed.
• Responsible for technical knowledge transfers to field-based Customer Service Engineers to drive world class first-time-fix rates.
• Responsible for developing and delivering technical service training courses at our Training Center in Houston, Texas.
• Providing technical support as required to the Field Service Teams in order to drive world class customer satisfaction.
• Responsible for triaging, coordinating, managing, and closing customer escalations; working closely with the Field Service and BU teams.
• Acting as a technical interface between MI Business Unit and US Field Service organization for the MI modality.
• Tracking, monitoring, and communicating top reliability and serviceability issues as reported by the field.
• Providing guidance and input to Field Service team relative to siting, installations, tooling, test equipment, and other areas required to provide high levels of customer service.

Experience

• BSEE or equivalent degree
• Minimum 5 years' experience servicing MI imaging systems; preferably in a national or regional specialist role
• Deep understanding of diagnostic MI in a medical imaging clinical environment
• CT imaging service experience a plus
• Field service / technical support experience in high tech medical imaging
• Team player, enjoys working with people and committed to providing excellent customer satisfaction
• Totally customer focused with a passion for solving customer problems
• Ability to travel extensively throughout the US (~75%) and international

Diversity, Equity, and Inclusion

United Imaging is an Equal Opportunity Employer. Diversity, equity, and inclusion matter. United Imaging provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.