Imaging Service Field Engineer

4 weeks ago

Detroit, Michigan, United States GE Healthcare Full time
Job Description Summary

As a Field Service Engineer at GE Healthcare, you will be responsible for resolving advanced service repair needs of designated equipment and driving customer satisfaction through Service Excellence.

Key Responsibilities
  • Perform advanced troubleshooting and repair on assigned equipment.
  • May also perform installation, validation, and maintenance on assigned equipment.
  • Lead, instruct, and assist less experienced Field Engineers and provide coaching and feedback to team members.
  • Lead communications with customers and serve as escalation point for customer-related concerns including installs.
  • 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.
  • Lead and communicate HQ and Zone or Area-level initiatives.
  • Co-lead regular team or modality meetings as required.
  • Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.
  • 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.
  • 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.
  • Effectively communicate and partner with teammates and colleagues.
  • 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.
  • 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.
  • Keep up to date with competitor information and market trends.
  • Demonstrate strong commercial acumen. Serve as a key member and leader of the account community for assigned accounts.
  • Exhibit boundaryless collaboration with Commercial Sales teams and region/zone leadership to support business growth.
  • Assist Area Service Manager or Director of Service in creating growth and/or deployment strategies.
  • May include application training of clinical or scientific staff on designated equipment.
Qualifications
  • Associate's or Bachelor's degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and 4+ years of experience servicing electrical equipment;
  • OR equivalent military education and 4+ years of experience servicing electrical equipment;
  • OR High School Diploma/GED and 8+ years of experience servicing electrical equipment.
  • Experience interfacing with both internal team members and external customers as part of a solution-based service process.
  • Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
  • Experience troubleshooting and responding to customer concerns.
  • Experience with Web applications as well as Microsoft suite of products.

The successful applicant must comply with GEHC's standard background check, including a post-offer drug test. 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, s

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