Job Description Summary

Provides key local customer interface and day-to-day work direction for assigned personnel at specific accounts to ensure customer satisfaction and Service Excellence per contract. May perform some technical service work.

This role requires the candidate to work onsite at our customer location.  To provide onsite customer support, candidate needs to be willing to work in the Nashville TN area.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. 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:

• As directed, use knowledge of customer contract to ensure obligations are met.

• Prioritize service, assign personnel, and follow up on commitments.

• Hire and develop talent for a clinical service team. Includes direct people management responsibility including staffing decisions and performance development.

• Share on-call or service call escalation.

• Function as Site Leader and is responsible for customer relationship at assigned sites.

• Ensure service quality via frequent customer contact and formal quality reviews.

• Responsible for prompt and accurate filing of expense, time, and service reports for team of direct reports.

• May track and analyze financial performance with MSD and/or ASL.

• May maintain approved parts inventory and manage vendor service delivery processes in compliance with GE policies.

• Maintain technical knowledge of current standards for safe, effective us of medical equipment through instruction.

• May provide instruction to hospital personnel on equipment operation, diagnostics, effective use, and repair.

• Meet Health and Human Services, Environmental Health and Safety, and other applicable regulatory requirements.

• Effectively communicate and partner with teammates and colleagues.

Quality Specific Goals:

• 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 and Compliance training within the defined deadlines.

• Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.

• Ensure all work orders, vendor service reports, time and expense reports, PM activities, purchase orders, and other duties are documented in an accurate and timely manner.

• Complete one site safety inspection per month.

• Ensure all test equipment is tracked and 100% calibrated on time.

Qualifications:

• Associate’s or Bachelor’s degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and a minimum 4 years of experience servicing medical equipment;

• OR equivalent military education and a minimum 4 years of experience servicing medical equipment;

• OR High School Diploma/GED and a minimum 6 years of experience servicing medical equipment

• A minimum of 4 years of experience as a Biomedical Technician with two-years of progressive team leadership experience effectively supervising and coaching technical personnel, as well as effectively resolving customer relations issues.

• Qualified experience in a customer service environment with resulting knowledge of customer account coordination.

• Experience managing financial and administrative requirements of the position.

• Strong communication and presentation skills with the ability to communicate technical issues to the customer in an easy-to-understand manner.

• Ability to analyze metrics and reports (SEDs).

• Proficiency in completing electronic documentation using technological tools (e.g., iPad, iPhone) and familiar with technological programs (e.g., Microsoft Office).

• Willing to travel outside of the assigned region.

• Must have and maintain a valid driver’s license.

• 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.

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