Field Service Engineer 3

3 weeks ago

Fort Myers, Florida, United States GE Healthcare Full time
Job Description Summary

The Field Service Engineer 3 is a technical expert on at least one modality and may be proficient in multiple modalities. Acts as the primary GEHC Services face to the customer. Responsible for resolving advanced service repair needs of designated equipment, and drives customer satisfaction through Service Excellence.

Key Responsibilities:
  • Advanced Troubleshooting and Repair: Perform advanced troubleshooting and repair on assigned equipment.
  • Installation, Validation, and Maintenance: May also perform installation, validation, and maintenance on assigned equipment.
  • Leadership and Coaching: Lead, instruct, and assist less experienced Field Engineers and provide coaching and feedback to team members.
  • Customer Communication: Lead communications with customers and serve as escalation point for customer-related concerns including installs.
  • Issue Resolution: Own customer issues from dispatch or identification of issue to resolution. Proactively engage with other team members to ensure they are aware of status of all issues at all times for their designated customers.
  • Initiative Leadership: Lead and communicate HQ and Zone or Area-level initiatives.
  • Team Collaboration: Co-lead regular team or modality meetings as required.
  • Value-Added Services: Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.
  • Administrative Responsibilities: Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner, ordering repair parts, and managing cycle times.
  • Escalation Process: Utilize the GEHC escalation process, as needed, and work closely with region and national support to define and implement corrective action plans to resolve customer issues in a timely manner.
  • Teamwork and Communication: Effectively communicate and partner with teammates and colleagues.
  • Account Community: Serve as a member of the account community for key accounts. Effectively engage commercial counterparts, identify potential sales leads, participate in sales opportunities such as contract renewals, and assist with promoting and implementing revenue programs.
  • Customer Focus: Embody the belief that Customers determine our success by focusing on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately become a perceived partner in their business.
  • Market Knowledge: Keep up to date with competitor information and market trends.
  • Commercial Acumen: Demonstrate strong commercial acumen. Serve as a key member and leader of the account community for assigned accounts.
  • Boundaryless Collaboration: Exhibit boundaryless collaboration with Commercial Sales teams and region/zone leadership to support business growth.
  • Strategic Planning: Assist Area Service Manager or Director of Service in creating growth and/or deployment strategies.
  • Application Training: May include application training of clinical or scientific staff on designated equipment.
Qualifications:
  • Education: Associate's or Bachelor's degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and 4+ years of experience servicing electrical equipment.
  • Equivalent Experience: OR equivalent military education and 4+ years of experience servicing electrical equipment.
  • High School Diploma/GED: OR High School Diploma/GED and 8+ years of experience servicing electrical equipment.
  • Experience: Experience interfacing with both internal team members and external customers as part of a solution-based service process.
  • Diagnostic and Repair Skills: Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
  • Troubleshooting and Customer Service: Experience troubleshooting and responding to customer concerns.
  • Technical Skills: Experience with Web applications as well as Microsoft suite of products.
  • Background Check: The successful applicant must comply with GEHC's standard background check, including a post-offer drug test.
  • Customer Access Policies: In addition, during employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, and additional drug tests or background checks (including a federal government background check if assigned to support a contract with the federal government).
Special Physical Requirements:

Candidate must be able to lift, carry, push, and pull up to 35 lbs. unassisted and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, stand for long periods, and work in a fast-paced environment.

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