Online engineer – MICT

at  GE Healthcare

JOB DESCRIPTION SUMMARY

The Online Engineer (OLE) for Molecular Imaging (MI) and computed tomography (CT) (MICT) plays a pivotal role in delivering remote technical support and guidance to field engineers and customers across the region within GE Healthcare’s service organization. The OLE provides immediate and high-quality service and technical support to customers experiencing product faults, utilizing a range of tools and network resources to triage and resolve issues remotely. When remote resolution isn’t possible, the OLE ensures the Field Service Team is equipped with an accurate technical ‘game plan’ to achieve a first-time fix on-site.
Primary modality for this OLE is CT, with NM & PET being secondary.
GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission 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.
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QUALIFICATIONS/REQUIREMENTS:

• Bachelor’s degree or equivalent in engineering.
• Proficiency English, including verbal and written communication.
• Minimum 3 years of field service experience with MICT modalities, preferred.
• Advanced CT knowledge and training, preferred.
• Technical training covering GE Healthcare MICT equipment, preferred.
• Experience with modality remote service tools such as FFA, Insite, and OnWatch, preferred.
• Strong customer service and interpersonal skills, with the ability to communicate technical concepts clearly and effectively.
• Commitment to continuous learning and adaptability to new technologies.
• Excellent problem-solving and decision-making abilities.
• Willingness to travel occasionally for training, installations, or field services.
• Availability for on-call roster to support local customers.
• Ability to remain composed under pressure and effectively coach others through problem-solving.
• Demonstrated teamwork skills to collaborate effectively and achieve positive customer outcomes.

• Provide prompt service to customers via phone support and network tools to troubleshoot, resolve, or triage equipment issues, aiming for remote fix where possible.
• Prioritize customer needs and provide exceptional support, emphasizing clear communication and empathy.
• Utilize GE Healthcare’s escalation processes and collaborate closely with local and national support teams to ensure timely issue resolution.
• Work with the field service team to minimize equipment downtime by creating accurate technical ‘game plans’ for first-time fixes on-site.
• Stay updated on product knowledge, service expertise, and tools through continuous learning initiatives and occasional fieldwork.
• Identify opportunities to enhance Service Delivery processes, remote tools, and support capabilities.
• Drive improvements in system remote connectivity by addressing connectivity issues and collaborating with connectivity specialists.
• Collaborate with OLEs and colleagues across the region to share information and best practices with the goal of continuous improvement.
• Ensure EHS aspects are prioritized and actioned. Always putting customer, team and personal safety first.
• Collaborate closely with local field service team and participate in field work occasionally as required. Be included in on-call roster on a rotational basis which supports local key customers outside of normal business hours via remote and onsite support.
• Meet quality and compliance aspects of the role including real time debriefing, debrief quality, training needs, and adhering to applicable laws and regulations.