Support Engineer
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Job Description
Remote Support Engineer providing high-quality technical support for GE HealthCare medical devices. Balancing remote tasks and field engineer support for effective troubleshooting and service delivery.
Responsibilities:
- 電話およびリモートネットワークツールを用いて、顧客に対し即時の技術サポートを提供する
- 技術的トリアージを実施し、可能な場合はデジタルツールを活用してリモート修復を行う
- フィールドエンジニアが現場で「初回修理完了(First Time Fix)」を達成できるよう、技術的な「ゲームプラン」を策定・共有する
- フィールドエンジニアおよび顧客向けに、IT基礎を含む技術トレーニングを提供する
- チームメンバーに対し、新しいツールやプロセス、生産性向上に関するメンタリングとスキルアップを実施する
- リモート修復率(RFR)および初回対応解決率(FCR)の改善を推進する
- ライフサイクルリーダーと連携し、資材およびサービスコスト削減のためのプロジェクトを主導する
- CSO(Customer Service Opportunity)プロセスおよびグローバルサービスネットワークを支援する
- デジタル製品やバーチャル製品の導入・展開をサポートする
- サービスエンジニアリングに対し、品質問題の再発防止に向けたフィードバックを提供する
- モダリティ製品、ツール、サービス専門知識に関する最新情報を常に把握する
- 社内外の顧客に対し、信頼できるアドバイザーとして、迅速なコミュニケーションと問題解決を確保する
- ステークホルダーとの強固な関係を維持し、顧客満足度を確保する
- 現場に赴き、複雑な問題解決をフィールドで支援し、責任を持って対応をリードする
Requirements:
- 特定モダリティにおける7年以上の実務経験
- 高度なIT知識およびリモートトラブルシューティング経験
- ネットワーク、リモート診断ツール、BATツール、デジタルプラットフォームに関する深い理解
- 安全第一のマインドセット
- プロジェクト管理スキル(文書化、計画、調整、実行能力)
- 優れたコミュニケーション能力および顧客対応力
- Leanおよび継続的改善の知識
- 業務に関連する全プロセス・ツールの深い理解
- 必須トレーニングの受講・更新済み
- 主要なビジネスドライバーの確実な理解
- 英語:良好~流暢レベル
Benefits:
- Health insurance
- Flexible work arrangements
- Professional development opportunities
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