Job Description
Job Description SummaryEnable Precision Care World-Class Customer Service by providing USCAN Region-based technical advisory support for a single modality to GE HealthCare Field Engineers. This is a technical role that operates at the intersection of serviceability, profitability and the customer experience and is designed to drive a faster “time to up” for our most critical customers in the Region. This will be done partially via direct customer interaction (fire fighting) but ideally more via use of remote proactive tools and via training and mentoring of In-Region FEs. For these roles, the “full package world-class Field Engineer” is desired – great customer skills, great teammate, sound technical background and solid administrative practices. From a career path perspective, these are TSE-1 equivalent positions.
The ultimate vision for this team is approximately 10 RSEs distributed across the geography of the USCAN South Region under the South Region Senior Director of Customer Operations. There are currently 3 postings for the initial modalities of CT, MR and XR (focused on XV and Women’s Health). Balancing customer density and travel, desired locations include Houston, Dallas, Nashville, Atlanta, Charlotte, Kansas City and FL (Jacksonville, Orlando), again with the desire to distribute the resources across the South Region.
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.
Job Description
Enable Precision Care World-Class Customer Service by providing USCAN Region-based technical advisory support for a single modality to GE HealthCare Field Engineers. This is a technical role that operates at the intersection of serviceability, profitability and the customer experience and is designed to drive a faster “time to up” for our most critical customers in the Region. This will be done partially via direct customer interaction (fire fighting) but ideally more via use of remote proactive tools and via training and mentoring of In-Region FEs. For these roles, the “full package world-class Field Engineer” is desired – great customer skills, great teammate, sound technical background and solid administrative practices. From a career path perspective, these are TSE-1 equivalent positions.
The ultimate vision for this team is approximately 10 RSEs distributed across the geography of the USCAN South Region under the South Region Senior Director of Customer Operations. There are currently 3 postings for the initial modalities of CT, MR and XR (focused on XV and Women’s Health). Balancing customer density and travel, desired locations include Houston, Dallas, Nashville, Atlanta, Charlotte, Kansas City and FL (Jacksonville, Orlando), again with the desire to distribute the resources across the South Region.
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.
Responsibilities
- Key linkage between Region technical performance and USCAN Technical Support.
- Oversee systemic process of field response to proactive, system-generated alerts.
- Provide feedback on remote technical support to customers.
- Utilize remote tools such as RSvP, SynerGE, “Gameplan”, CRU process to drive service effectiveness.
- Support Field Engineers utilizing innovative technology solutions to drive productivity and quality.
- Be part of an integrated “One Service” response team within the field to include regular on-site, face-to face engagement with team to support installations and customer escalations (CSOs) as appropriate.
- Contribute knowledge and maintain the current KMS (Knowledge Management System).
- Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required, including focus on material spend efficiency.
- Act as change agent/field "expert" for these programs and monitor New Product Introduction product performance.
- Gather data and share information with Product Operations and Modality Engineering groups to drive product ease of installation, reliability, and serviceability.
- Identify field process improvements that drive first call resolution excellence.
- Support field-based technical training and instructor lead training at HCI as needed and drive use of remote diagnostic troubleshooting tools to qualified field personnel; fulfill role as Adjunct/Coach/Expert within a Region.
- Engaged with Service of Tomorrow strategy deployment
- Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.
- Complete all planned Quality & Compliance training within the defined deadlines.
- Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.
- Identify and report any personal quality or compliance concerns immediately to the Quality Organization.
- Assist with timely dispatch closure for proactive alerts.
- Support completion of remote field modifications instructions (eFMIs) within prescribed timeframe.
- Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps.
- Minimum 10 years of Service engineering experience with the repair and maintenance of GEHC systems for specific modality.
- Must be able to meet the physical demands of the job as it pertains to onsite repair, installations, and escalations on an as-needed basis; accommodations may be permitted.
- Deep technical acumen in one or more healthcare modalities.
- Demonstrated ability to handle/resolve complex technical issues and apply expert-level knowledge to applicable systems.
- Excellent multi-tasking skills to manage complex remote trouble shooting process.
- Exceptional customer-facing communication skills
- Ability to stay calm under pressure.
- Ability to travel up to 40% or more as required to customer sites and training sessions.
- Flexible to work other shifts to coverage vacations, holidays, and emergency situations.
- Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
- Computer skills supporting Service performance analytics; proficiency in excel, email, powerpoint
- Capability to identify and drive improvements in efficiency.
- 2- or 4-year degree in an engineering discipline.
- Knowledge/experience with GE HealthCare products specific to the modality supported.
- Strong customer-centric mindset.
- Early adopter of computer-based technology.
- Highly motivated, team collaborator.
- Ability to adapt well to change and be a positive influence on others.
- Skill to anticipate potential problems and proactively implement solutions.
Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.
Additional Information
GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.
Relocation Assistance Provided: No