Field Service Representative

at  GE Healthcare

JOB DESCRIPTION SUMMARY

In this role, the Field Service Representative (FSR) will be responsible for driving customer satisfaction through service excellence and meeting the daily service repair needs of Diagnostic Imaging and Clinical equipment including (but not restricted to) Anesthesia & Monitoring, Ultrasound, XRAY, Nuclear Medicine, CT and MRI.
Based out either of the Greater Kingston or the Greater Sudbury Ontario areas this role will service hospital and medical clinic sites within the Norther and Eastern Ontario region.
The role requires frequent travel and may require occasional overnight time away from a home base. Flexibility to be away for multiple overnight stays is essential.
Some On-Call support is a requirement of this role.
* Applicants must hold a Full Ontario or other Canadian Provincial driver’s license at the time of application.
* The role also requires that the individual selected can travel to and from the USA for training at our healthcare institute.
** All candidates must possess either Canadian Citizenship or have Permanent Residence to be considered.

JOB DESCRIPTION

GE Healthcare provides transformational medical technologies and solutions that are shaping a new age of patient care.
It is a condition of hire that any new employee or contract worker that will provide products or services to a GE Healthcare customer facility are fully vaccinated and provide proof of COVID-19 vaccination. All offers of employment are conditional upon the satisfaction of this requirement. “Fully vaccinated” means that any such person must have received two doses of a COVID-19 vaccination approved by Health Canada. The second dose of vaccine must have been administered at least 14 clear days before commencing employment.

QUALIFICATIONS:

• Technical Diploma / Degree in Electronics Engineering or equivalent experience or training.
• Minimum of two years’ experience in Diagnostic Imaging Equipment Service.
• Candidate should have a proven track record of superior customer service skills and the ability to effectively communicate across multiple levels, both internally and externally.
• Demonstrated customer contact / empathy / service experience
• Excellent analytical and communication skills (written and verbal) with the ability to communicate complex technical issues in an easy-to-understand manner
• Technical and troubleshooting skills
• Exceptional interpersonal skills and organizational skills
• Boundaryless behaviour able to work with a diverse team across multiple functions
• Strong ability to execute independent judgment in support of a team
• An ability to work independently of direct supervision
• Experience responding effectively to customer concerns
• Experience interfacing with both internal team members and external customers as part of a solution-based service process
• Must have a valid driver’s license
• Mechanical Aptitude and expertise with hand tools etc.

• Provide direct technical service on customers installed base equipment, including preventative and remedial service, installation, calibration to factory and customer specifications, and the completion of all required documentation to meet government, business and audit requirements.
• Provide technical support outside of normal business hours and be available for call if required.
• Provide technical service (emergency, remedial, and preventative), screening, documenting service calls, and analyzing service history.
• Manage repair parts cycle times to business targets
• Maintain customer service logs and internal service records
• Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction
• Maintain tools and test equipment properly and ensuring they are calibrated
• Meet Quality Management System and Environment Health and Safety requirements
• Utilize the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving
• Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs
• Integrate into the hospital culture and work in conjunction with existing hospital resources to optimize the service delivery process for equipment covered under our Maintenance Service and Strategic Alliance Agreements.
• Develop an advisory and consultative role with your primary assigned hospitals.
• Liaise with local Field Customer Team, Technical Account Manager, and Account Manager at technical and business levels to provide efficient service delivery in customer accounts within assigned area