JOB DESCRIPTION SUMMARY

Field Service Representative is responsible for developing and maintaining strong interpersonal relationships with customer representatives; ensuring Customer Satisfaction; and, maintaining and meeting the daily service repair needs of customers’ equipment for all Healthcare IT products as well as coordinating service support projects.
GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

JOB DESCRIPTION

Key Responsibilities/essential functions include:

• Advanced, total system-level troubleshooting, installation, maintenance and service repair needs on designated equipment.
• Completing Preventative Maintenance and Functional Management Inspections. Ordering and managing repair parts cycle times.
• Keeping up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner.
• Maintaining daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
• Maintaining tools and test equipment properly and ensuring they are calibrated.
• Meeting Health and Human Services, Environment Health and Safety, and/or other applicable regulatory requirements.
• Managing vendors service delivery processes in compliance with GE Healthcare policies.
• Provide local project coordination for upgrades and other Installed Base projects leveraging GE HCIT Project Management Office framework. Local point of Contact for both the GE and customer team.
• Utilizing the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving.
• Participating in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs.
• Working as a member of the local team to provide efficient and cost effective service delivery to all accounts with assigned area.
• May include training of staff on designated equipment.
• Teach and assist other Field Engineers on advanced and complex troubleshooting and technical fixes, plays a leading role on complex and multifunctional system fixes.
• May take on additional responsibilities within local area as needed.

Required Qualifications:

• Bachelor’s degree, Electrical Engineering, Electrical Engineering Technology, Computer Engineering, or equivalent related degree with 2 years’ experience servicing electronic equipment, or a High School Diploma (or equivalency) and 7+ years’ experience servicing electronic equipment.
• Experience interfacing with both internal team members and external customers as part of a solution based service process.
• Experience in servicing the Picture Archiving Communication System (PACS) product
• Experience in HL7 (Standard Communication Protocol)
• Experience troubleshooting and responding to customer concerns
• Experience in project coordination

Preferred Qualifications:

• Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner, ability to negotiate and influence outcomes, Change agent and process oriented, Six Sigma trained/certified.

• Advanced, total system-level troubleshooting, installation, maintenance and service repair needs on designated equipment.
• Completing Preventative Maintenance and Functional Management Inspections. Ordering and managing repair parts cycle times.
• Keeping up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner.
• Maintaining daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
• Maintaining tools and test equipment properly and ensuring they are calibrated.
• Meeting Health and Human Services, Environment Health and Safety, and/or other applicable regulatory requirements.
• Managing vendors service delivery processes in compliance with GE Healthcare policies.
• Provide local project coordination for upgrades and other Installed Base projects leveraging GE HCIT Project Management Office framework. Local point of Contact for both the GE and customer team.
• Utilizing the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving.
• Participating in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs.
• Working as a member of the local team to provide efficient and cost effective service delivery to all accounts with assigned area.
• May include training of staff on designated equipment.
• Teach and assist other Field Engineers on advanced and complex troubleshooting and technical fixes, plays a leading role on complex and multifunctional system fixes.
• May take on additional responsibilities within local area as needed