Remote Senior Customer Service Engineer – Ultrasound Imaging Systems & Field Support Specialist

About brighthush

brighthush is a trailblazer in the medical imaging arena, delivering cutting‑edge ultrasound technology and integrated healthcare solutions that empower clinicians worldwide. Founded in 2011, we have grown into a global powerhouse with a dedicated team of over 10,000 professionals who share a common mission: to transform patient care through innovation, reliability, and exceptional service. Our products span the entire diagnostic continuum—from handheld devices to advanced imaging suites—ensuring that every clinician has the tools they need to make accurate, life‑saving decisions.

As a remote‑first organization, brighthush embraces flexibility, collaboration, and a culture of continuous improvement. We invest heavily in employee development, fostering an environment where curiosity is rewarded and every team member can thrive. If you’re passionate about technology, customer success, and making a tangible impact on healthcare, brighthush offers the platform to elevate your career to new heights.

Key Responsibilities

In this role, you will be the frontline champion of our ultrasound imaging solutions, ensuring that our customers receive world‑class support and that our products perform flawlessly in the field. Your day‑to‑day activities will include:

• Deliver Exceptional On‑Site Service: Provide top‑tier, hands‑on support that delights customers and sets industry benchmarks for reliability and responsiveness.
• Collaborate with Customer Care: Work closely with regional and headquarters Customer Care Centers to troubleshoot, maintain, and update designated ultrasound systems.
• Champion New Technology: Embrace emerging technologies and leverage your core strengths in customer service to drive adoption of next‑generation imaging solutions.
• Lead Product Launches: Play a pivotal role in the first‑of‑a‑kind launch of new ultrasound systems in the U.S. market, ensuring seamless deployment and customer readiness.
• Build Technical Competence: Continuously deepen your knowledge of ultrasound hardware, software, and diagnostic workflows to provide expert assistance.
• Escalate Effectively: Quickly and efficiently identify challenges, escalating issues to the appropriate teams to guarantee rapid resolution and sustained customer satisfaction.
• Install Diagnostic Equipment: Oversee the installation of brighthush diagnostic imaging equipment across your geographic region, ensuring compliance with safety and regulatory standards.
• Engage in Continuous Learning: Attend field service training courses—both domestically and internationally—and work toward earning the brighthush Professional Certificate.

Essential Qualifications

• Field Service Experience: Proven track record managing a geographic territory, with strong troubleshooting skills across hardware, mechanical, and software systems.
• IT Proficiency: Competence with Windows operating systems, Microsoft Office Suite, and network communication protocols.
• Communication Excellence: Superior verbal and written communication skills, capable of conveying complex technical information to diverse audiences.
• Team Collaboration: Demonstrated ability to thrive in a collaborative environment focused on customer success.
• Customer‑Facing Acumen: Exceptional interpersonal skills to build rapport and earn respect from customers, internal stakeholders, contractors, and subcontractors.
• Valid Driver’s License: Clean driving record and willingness to travel regionally as required.
• Education: Associate degree in a technical field or equivalent experience.
• Ultrasound Expertise: Familiarity with diagnostic imaging principles and configurations, with prior experience on ultrasound equipment highly preferred.

Preferred Qualifications

• Experience with advanced ultrasound platforms such as 3D/4D imaging, elastography, or contrast‑enhanced modalities.
• Knowledge of regulatory standards (e.g., FDA, CE) and quality management systems (ISO 13485).
• Background in biomedical engineering or a related discipline.
• Fluency in additional languages to support a diverse customer base.

Skills & Competencies

• Problem‑Solving: Analytical mindset with a methodical approach to diagnosing and resolving complex technical issues.
• Project Management: Ability to plan, prioritize, and execute service projects while meeting tight deadlines.
• Adaptability: Comfortable working in a fast‑paced, evolving environment and quickly learning new technologies.
• Customer Advocacy: Passion for championing the customer’s perspective and turning challenges into opportunities for improvement.
• Technical Documentation: Skilled at creating clear, concise service reports, logs, and knowledge‑base articles.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem:

• Structured onboarding and mentorship programs to accelerate your integration into the team.
• Access to a wealth of internal and external training resources, including vendor‑certified courses and industry conferences.
• Clear career pathways—from Field Service Engineer to Senior Support Lead, Technical Project Manager, or Product Development Specialist.
• Regular performance reviews and goal‑setting sessions to align your growth with organizational objectives.
• Opportunities to contribute to cross‑functional initiatives, such as product design feedback loops and customer experience research.

Work Environment & Company Culture

brighthush thrives on a culture that values innovation, integrity, and inclusivity. As a remote‑first company, we empower our employees to work from wherever they perform best, while fostering strong virtual collaboration through state‑of‑the‑art communication tools. Key cultural pillars include:

• Employee Well‑Being: Flexible work hours, mental health resources, and a supportive peer network.
• Diversity & Inclusion: Commitment to building a workforce that reflects the communities we serve.
• Recognition & Rewards: Regular acknowledgment of outstanding contributions through peer‑to‑peer recognition programs and performance‑based incentives.
• Innovation Labs: Dedicated time and resources for employees to experiment with emerging technologies and propose new solutions.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary commensurate with market rates.
• Performance‑based incentive compensation, such as quarterly bonuses tied to customer satisfaction metrics and service excellence.
• Comprehensive medical, dental, and vision insurance plans.
• Short‑ and long‑term disability coverage.
• Company‑paid basic life insurance.
• 401(k) retirement plan with employer match.
• Paid time off (vacation, personal days) and sick leave.
• 12 paid holidays per year.
• Employee assistance program for personal and professional support.
• Professional development stipend and reimbursement for certifications.
• Remote work stipend to support home‑office setup.

How to Apply

Ready to elevate your career and make a lasting impact on patient care? Submit your application through our careers portal, and let’s explore how your expertise can help brighthush continue to set the standard for ultrasound imaging excellence.

Apply Now – we look forward to welcoming you to the brighthush family!