Job Description Summary

All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Accountable for the quality of own work. Subject to direct operations supervision/prescribed work instructions/systems checking. Executes within a well-defined operations framework. There is generally a step by step sequence of standard operational tasks which need to be followed to achieve an end result.


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

MAJOR RESPONSIBILITIES:

• Provide direct technical service on customer’s installed base equipment, including preventative and remedial service, installation, calibration to factory and customer specifications, and the completion of all required documentation to meet government, business and audit requirements.

• Provide technical support outside of normal business hours and be available for service calls if required.

• Provide technical service (emergency, remedial, and preventative) documenting service calls, and analyzing service history.

• Manage repair parts cycle times to business targets.

• Maintain customer and internal service records. 

• Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction. 

• Meet Quality Management System (QMS) and Environment Health and Safety requirements.

• Maintain tools and test equipment properly, ensuring they are calibrated and meet all QMS requirements.   

• Utilize escalation processes to resolve customer service delivery issues. Conduct root cause analysis that will lead to effective problem solving.   

• Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs 

• Integrate into the hospital culture and work in conjunction with existing hospital resources to optimize the service delivery process for equipment covered under our Service Agreements.   

• Develop an advisory and consultative role with your primary assigned hospitals.   

• Liaise with local Field Customer Team, Technical Account Manager, and Account Manager at technical and business levels to provide efficient service delivery in customer accounts within assigned area.

QUALIFICATIONS:

• Technical Diploma, or Technical Certificate, or degree in: Electronics, Biomedical Engineering, Physics or related field or equivalent experience and training.

• Candidate should have a proven track record of superior customer service skills and the ability to effectively communicate across multiple levels, both internally and externally.   

• Demonstrated customer contact/empathy/service experience. 

• Excellent analytical and communication skills (written and verbal) with the ability to communicate complex technical issues in an easy-to-understand manner.

• Demonstrated ability to work with a diverse team across multiple functions. 

• Strong ability to execute independent judgment in support of a team. 

• A Demonstrated ability to work independently of direct supervision. 

DESIRED:

• Experience servicing GE Healthcare Life Care Solutions

• Previous Diagnostic Imaging service experience in multiple modalities. Ultrasound, Gas Machines and Patient Monitoring would be a benefit.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

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.

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