Job Description Summary
The Field Service Engineer 3 is a technical expert on at least one modality and may be proficient in multiple modalities. Acts as the primary GEHC Services face to the customer. Responsible for resolving advanced service repair needs of designated equipment, and drives customer satisfaction through Service Excellence.
This role is located in New Mexico
This role is remote
this role allows for relocation
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 Responsibilities :
- Perform advanced troubleshooting and repair on assigned equipment.
- May also perform installation, validation and maintenance on assigned equipment.
- Lead, instruct, and assist less experienced Field Engineers and provide coaching and feedback to team members.
- Lead communications with customers and serve as escalation point for customer-related concerns including installs.
- Own customer issues from dispatch or identification of issue to resolution. Proactively engage with other team members to ensure they are aware of status of all issues at all times for their designated customers.
- Lead and communicate HQ and Zone or Area-level initiatives.
- Co-lead regular team or modality meetings as required.
- Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.
- Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner, ordering repair parts, and managing cycle times.
- Utilize the GEHC escalation process, as needed, and work closely with region and national support to define and implement corrective action plans to resolve customer issues in a timely manner.
- Effectively communicate and partner with teammates and colleagues.
- Serve as a member of the account community for key accounts. Effectively engage commercial counterparts, identify potential sales leads, participate in sales opportunities such as contract renewals, and assist with promoting and implementing revenue programs.
- Embody the belief that Customers determine our success by focusing on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately become a perceived partner in their business.
- Keep up to date with competitor information and market trends.
- Demonstrate strong commercial acumen. Serve as a key member and leader of the account community for assigned accounts.
- Exhibit boundaryless collaboration with Commercial Sales teams and region/zone leadership to support business growth.
- Assist Area Service Manager or Director of Service in creating growth and/or deployment strategies.
- May include application training of clinical or scientific staff on designated equipment.
Qualifications :
- Associate’s or Bachelor’s degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and 4+ years of experience servicing electrical equipment;
- OR equivalent military education and 4+ years of experience servicing electrical equipment;
- OR High School Diploma/GED and 8+ years of experience servicing electrical equipment.
- Experience interfacing with both internal team members and external customers as part of a solution based service process.
- Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
- Experience troubleshooting and responding to customer concerns.
- Experience with Web applications as well as Microsoft suite of products.
- 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.
- The successful applicant must comply with GEHC's standard background check, including a post-offer drug test. In addition, during employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, and additional drug tests or background checks (including a federal government background check if assigned to support a contract with the federal government).