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

About brighthush

brighthush stands at the forefront of medical imaging, redefining how clinicians diagnose and treat patients with our cutting‑edge ultrasound technology. Founded in 2011, we have evolved from a nimble start‑up into a global powerhouse with over 10,000 passionate professionals. Our portfolio spans handheld devices, portable units, and full‑suite imaging systems, all engineered to meet the highest standards of performance, safety, and reliability.

We believe technology should be a catalyst for better patient outcomes. This conviction fuels our relentless focus on innovation, quality, and customer success. As a remote‑first organization, we empower teams to work from anywhere while fostering a culture of collaboration, transparency, and continuous learning. If you are passionate about cutting‑edge technology, customer advocacy, and making a tangible difference in healthcare, brighthush offers the platform to elevate your career to new heights.

Why brighthush?

At brighthush, you’ll join a community that values:

• Innovation: We invest heavily in R&D, ensuring our engineers and support staff are always at the forefront of technology.
• Integrity: Every product we deliver is built on rigorous testing, compliance, and a commitment to patient safety.
• Inclusivity: Our workforce reflects the diversity of the communities we serve, and we celebrate every voice.
• Impact: Your work directly improves diagnostic accuracy, speeds up treatment decisions, and ultimately saves lives.

Key Responsibilities

As the frontline champion of our ultrasound solutions, you will be the trusted partner for clinicians across the United States. Your role blends technical expertise, customer empathy, and project leadership to ensure that every system you service performs at peak levels.

• Deliver Exceptional On‑Site Service: Provide hands‑on, high‑impact 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.
• Document and Share Knowledge: Create clear, concise service reports, logs, and knowledge‑base articles that help the broader support community learn from each engagement.
• Drive Process Improvements: Identify recurring issues and collaborate with engineering and quality teams to refine product design, service procedures, and customer communication.

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 that fuels both personal and organizational success.

• 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.
• Recognition of your achievements through peer‑to‑peer awards, spot bonuses, and public acknowledgment at company events.

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.
• Community Impact: Opportunities to volunteer, mentor, and participate in health‑care outreach initiatives that align with our mission.

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.
• Access to wellness programs, including fitness subsidies and mental health coaching.

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!