Remote Service Leader (RSL) WIX Northern Europe

at  GE Healthcare

JOB DESCRIPTION SUMMARY

You will look after medical equipment that keeps hospitals operational and helps the treatment of patients. You’ll get world class manufacturer’s training, backed up with hands on experience, and become part of a great technical team.
As a RSL, you will be responsible for troubleshooting and resolution of service issues, serving internal and external customers via phone and remote networking tools and on site support.
This role will require a mixture of mechanical, electrical, electronic and IT skillset’s with a willingness to expand knowledge through a combination of official product training at one of our GE training centres, coupled with day-to-day on the job training with current experienced engineers.
You will provide immediate and high-quality service and technical support to customers experiencing a fault with their GE Healthcare (GEHC) product. A key part of this role is the ability to technically triage the issue and provide where possible a remote fix using a range of tools and leveraging the wider network. In cases where a remote resolution cannot be achieved, your role is to ensure that the Field Service Team is adequately equipped with a technical ‘game plan’ which assists them to achieve a First Time Fix when attending site.
As a remote position, you will be required to have a suitable home office space available whilst being willing to travel to customer sites when required, particularly during your training.
A company car, laptop, phone, and toolkit will be provided in addition to home office equipment.
GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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.

REQUIRED QUALIFICATIONS:

• Willingness to cross train into additional modalities and train on NPI’s, those with existing Vascular and Surgery experience may be viewed favourably.
• Demonstrated experience supporting high value/critical equipment or systems.
• Demonstrated Excellence in Customer Management Skills.
• Demonstrated ability to learn new technologies quickly and a willingness and commitment to continuous learning/improvement and extension of skills across required modalities.
• Ability to travel for Training, Installations or Field Services.
• Ability to stay calm in high pressure situations and coach people through solving problems.
• Exceptional teamwork, verbal and written communication skills.

PREFERRED QUALIFICATIONS:

• Minimum of 3 years supporting Core GEHC Imaging products.
• Minimum of 5 years post education work experience supporting high value equipment / critical infrastructure.

• Support and Deliver Technical Field Engineer and Customer training within the scope of modality skillsets.
• Mentor and upskill team members and Field Engineers in new efficiency tools and productivity processes.
• Drive Material and Service cost improvement initiatives for the Technical Support Engineering Team, and work closely with Lifecycle Leader and Zone managers.
• Provide remote support to internal and external customers using applicable technology and remote tools.
• Provide on-site technical support to internal and external customers where required, supporting complex troubleshooting and Installation support.
• Utilise all tools available to help drive Remote Fix Rate (RFR) and First Time Onsite Fix (FCR).
• Support the Customer Service Opportunity (CSO) process utilising and developing strong global networks to achieve quality outcomes for Northern Europe (NE) customers.
• Provide feedback to Service Engineering 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.