Service Engineer
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Job Description
Service Engineer providing technical advisory support to GE HealthCare Field Engineers in Northeastern USA. Responsible for effective field responses and technical training for complex healthcare modalities.
Responsibilities:
- Key linkage between Region technical performance and USCAN Technical Support.
- Oversee systemic process of field response to proactive, system-generated alerts.
- Provide feedback on remote technical support to customers.
- Utilize remote tools such as RSvP, SynerGE, “Gameplan”, CRU process to drive service effectiveness.
- Support Field Engineers utilizing innovative technology solutions to drive productivity and quality.
- Be part of an integrated “One Service” response team within the field to include regular on-site, face-to face engagement with team to support installations and customer escalations (CSOs) as appropriate.
- Contribute knowledge and maintain the current KMS (Knowledge Management System).
- Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required, including focus on material spend efficiency.
- Act as change agent/field "expert" for these programs and monitor New Product Introduction product performance.
- Gather data and share information with Product Operations and Modality Engineering groups to drive product ease of installation, reliability, and serviceability.
- Identify field process improvements that drive first call resolution excellence.
- Support field-based technical training and instructor lead training at HCI as needed and drive use of remote diagnostic troubleshooting tools to qualified field personnel; fulfill role as Adjunct/Coach/Expert within a Region.
- Engage with Service of Tomorrow strategy deployment.
- Support Region cost-to-serve outliers program by investigating system historical performance and developing action plan to address root cause(s) identified with local teams.
Requirements:
- Minimum 10 years of Service engineering experience with the repair and maintenance of GEHC systems for specific modality.
- Must be able to meet the physical demands of the job as it pertains to onsite repair, installations, and escalations on an as-needed basis; accommodations may be permitted.
- Deep technical acumen in one or more healthcare modalities.
- Demonstrated ability to handle/resolve complex technical issues and apply expert-level knowledge to applicable systems.
- Excellent multi-tasking skills to manage complex remote trouble shooting process.
- Exceptional customer-facing communication skills.
- Ability to stay calm under pressure.
- Ability to travel up to 20% or more as required to customer sites and training sessions.
- Flexible to work other shifts to coverage vacations, holidays, and emergency situations.
- Computer skills supporting Service performance analytics; proficiency in excel, email, PowerPoint.
- Capability to identify and drive improvements in efficiency.
Benefits:
- medical, dental, vision
- paid time off
- 401(k) plan with employee and company contribution opportunities
- life, disability, and accident insurance
- tuition reimbursement
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