• Provide onsite support primarily in the U.S., through maintenance and troubleshooting services. • Recommend parts and service solutions to improve machine uptime, maintenance and operation. • Perform proactive service tasks including troubleshoot customer issues via telephone, email and online meetings, prepare spare parts quotes, order entry, and customer follow-up. • Perform and support all installation activities for Profound Products including but not limited to site assessments, installations, maintenance and troubleshooting. • Conduct MR testing to support product development activities (typically at hospital sites during off-hours, schedule and travel flexibility is a requirement). • Act as the primary link between customer and Profound as needed. • Document service records and activities according to the company QMS processes for service visits and upgrades deployed to the field. • Perform calibration of company products as required. • Execute test protocols, troubleshooting protocols for hardware, software and systems aspects of the company’s products • Investigate methods of increasing efficiency in MR testing and development activities. • Regularly participate in MRI phantom testing activities for new product revisions. • Support executing and improvement of field service strategy for Profound products. • Organize and prioritize schedule in accordance with customer requirements to determine needs for immediate attention, onsite visits, and remote assistance. • When required, enter parts orders, generate and follow-up parts quotes. • Work with IT departments at customer sites for proper equipment networking. • Contribute to the establishment of a professional service team at the company. • Responsible for creating documentation and electronic reference material to support the field service of products.