Job Description Summary

As the Field Service Representative (FSR), you will be responsible for driving customer satisfaction through Service Excellence and meeting the daily service repair needs of Ultrasound and Xray Systems.

Based out of (but not restricted to) the Greater Toronto Area, Ontario, this role will service hospital and clinic sites within the Ontario region, plus supporting hospitals / clinics outside that area if required.

The role requires frequent travel to hospitals / clinics within the region and may at times require some overnight stays away from a home base.

The role also requires that the individual selected can travel to and from the USA for training at our Global Services University.

It is a condition of hire that any new employee or contract worker that will provide products or services to a GE Healthcare customer facility are fully vaccinated and provide proof of COVID-19 vaccination. All offers of employment are conditional upon the satisfaction of this requirement. “Fully vaccinated” means that any such person must have received two doses of a COVID-19 vaccination approved by Health Canada. The second dose of vaccine must have been administered at least 14 clear days before commencing employment.

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 degree in Electronics, Biomedical Engineering or related field or equivalent experience and training, with a minimum of two years post graduate field experience.
• 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.
• Technical and troubleshooting skills.
• Exceptional interpersonal skills and organizational skills.
• 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 dir