Field Service Engineer 3

4 weeks ago

Denver, Colorado, 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.

Roles and 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.

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).

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