Field Service Engineer – Level 3
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Job Description
Field Service Engineer 3 resolving advanced service repair needs of designated equipment at GE HealthCare. Driving customer satisfaction through Service Excellence with a focus on multiple modalities.
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.
Requirements:
- 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.
Benefits:
- medical
- dental
- vision
- paid time off
- a 401(k) plan with employee and company contribution opportunities
- life
- disability
- accident insurance
- tuition reimbursement
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