Remote Service Leader NE - MRI

at  GE Healthcare

JOB DESCRIPTION SUMMARY

As the Remote Service Leader for Northern Europe, you’ll provide remote support to internal and external customers using applicable technology and remote tools, act as the Technical and Remote focal point for Magnetic Resonance Imaging (MRI) Modality within the region, for all major modality initiatives within New Product Introduction (NPI).
You’ll also utilise all tools available to help drive Remote Fix Rate (RFR) and First Call Resolution (FCR), proactively support customer service / satisfaction initiatives within the Region, provide technical support to Zone Service Managers, Field Service Engineers, and the Sales Force throughout the region and develop the technical expertise of field service engineers.

QUALIFICATIONS AND REQUIREMENTS

• Proven and extensive experience within the GE MRI modality
• Strong customer-service skills
• Excellent analytical skills.
• Project management skills.
• Strong organizational skills.
• Strong problem analysis / solving skills.
• Strong interpersonal / customer skills.
• Ability to train / mentor others.

DESIRED SKILLS

• Highly motivated team-player with positive attitude.
• Ability to take on challenges quickly and effortlessly.
• Extremely high energy level / perseverance.
• Flexibility to meet the needs of a changing business environment.

• Deliver on the Case Management approach for Hard Down systems, utilising tools, and resources to ensure minimal down time for customers.
• Support the Customer Service Opportunity (CSO) process utilising and developing strong global networks to achieve quality outcomes for Northern Europe (NE) customers.
• Project leadership in areas such as product serviceability and reliability and quality trend analysis.
• Provide feedback to Service Engineering/Manufacturing to address ongoing quality issues and be up to date on technical aspects in relation to remote service.
• Maintain up-to-date knowledge of modality products, service expertise, and tools.
• Support NPI & End of Life (EOL) programs in partnership with modality and commercial teams.
• Support the deployment phase of Field Modification Instruction’s (FMI’s) and ensure delivery teams are equipped to execute.
• Provide on-site technical support to internal and external customers where required, supporting complex troubleshooting and Installation tasks.
• Provide technical support to the region as required.
• Be part of the RSL team taking Customer calls approx. 80 % of time.
• Technical: trouble-shooting all models specific to the modality.
• New Product Introduction (NPI) interface with the Region.
• Monitor pilot products.
• Increase technical expertise of Field Engineers, set standards, Mentor, and support On Job training (OJT).
• Transfer technical information received from experience, Regional Service Engineers Network in Europe, Service Modality Leader, or On-Line Centres.
• Provide technical support to Service Modality Leader to identify opportunities for better cost / service delivery performance.
• Train and support ROLEs within the MRI modality
• Support the Service Modality Leader in driving Modality initiatives, Test Equipment, and training.
• Maintain an effective Quality System and comply with the requirements of ISO 9001, the Quality Policy and documented processes. Promptly escalate any quality or integrity issue.
• Comply with the Environment, Health & Safety (EHS) Policies and applicable laws and regulations.
• Complete all mandatory EHS training.
• Actively participate in accident & incident investigation and follow up.
• Maintain defined levels of housekeeping & ensure a clean, clear workplace and participate in EHS inspections.
• Identify and correct hazards and unsafe conditions.