Senior Customer Service Engineer

Accountabilities:: Maintain and service ultrasound modality equipment across assigned customer accounts. Perform comprehensive system-level troubleshooting to diagnose and resolve complex, multi-symptom equipment problems. Execute preventive and remedial maintenance activities in accordance with established technical procedures and service standards. Complete Field Modification Instructions (FMIs) and Preventive Maintenance Service (PMS) inspections within required timelines. Ensure all service, maintenance, inspection, and account documentation is completed accurately and on schedule. Manage required administrative activities associated with field service responsibilities. Diagnose and resolve technical issues using established procedures, escalating complex or non-standard problems to supervisors or senior technical specialists when necessary. Collaborate with internal technical teams and other stakeholders to investigate issues and implement effective solutions. Build and maintain strong customer relationships through professional, responsive, and technically informed service. Act as the technical interface between customers and internal teams, exchanging information, asking clarifying questions, and ensuring customer requirements are understood. Provide clear technical explanations and guidance to customers regarding equipment performance, maintenance, and service requirements. Apply professional and technical knowledge to changing field situations, adjusting the sequence of tasks as needed to maintain service continuity. Contribute to team performance by sharing technical knowledge and supporting colleagues in resolving challenging service issues. Maintain a strong focus on equipment reliability, service quality, customer satisfaction, and timely execution. Requirements: Bachelor’s degree or equivalent technical knowledge and experience; relevant practical experience may be considered in place of a formal degree. 10+ years of professional field service experience with ultrasound modality equipment is preferred. Strong hands-on expertise in troubleshooting, maintaining, repairing, and servicing ultrasound medical equipment. Proven ability to perform system-level troubleshooting involving complex or multiple technical symptoms. Strong understanding of preventive maintenance, remedial service, field modifications, inspections, and technical documentation. Ability to follow established technical procedures while exercising sound judgment when field conditions require adjustments. Strong problem-solving and analytical capabilities, with the ability to investigate technical issues and identify appropriate solutions. Ability to recognize when an issue falls outside established procedures and escalate it effectively to the appropriate technical or management resource. Strong customer-service orientation with the ability to establish productive relationships with healthcare customers and other stakeholders. Excellent oral and written communication skills, with the ability to explain technical information clearly to both technical and non-technical audiences. Strong organizational skills and attention to detail, particularly when managing service records, inspections, documentation, and administrative requirements. Ability to work independently in customer-facing field environments while collaborating effectively with broader technical teams. Flexibility to adapt to changing work situations and prioritize service activities based on customer and operational needs. A professional, accountable, and safety-conscious approach to field engineering and customer support. Benefits: Competitive salary and comprehensive total rewards package. Full-time employment opportunity based in India. Relocation assistance provided. Opportunity to work with advanced medical technology and ultrasound equipment. Senior-level exposure to complex technical troubleshooting and field engineering challenges. Direct interaction with customers and opportunities to develop strong customer-facing technical expertise. Opportunities for continued professional and technical development. Supportive and collaborative working environment. Career growth opportunities within a global medical technology organization. Culture focused on care, collaboration, inclusion, transparency, ownership, and integrity. Opportunity to contribute to technology that supports healthcare professionals and patient care. Access to salary and benefits designed to provide flexibility and support professional ambitions.