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 is a remote role that requires the candidate to work onsite at customer locations and occasionally from home office.  To provide onsite customer support, candidate needs to reside in the Las Vegas, NV 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:

• 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 boundary-less 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.

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.

• Meet Health and Human Services, Environment Health and Safety and/or all other applicable regulatory requirements.

• Complete all planned Quality, EHS & 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.

• Ensure timely dispatch closure (if applicable).

• Identify and report any unsafe workplace conditions or unsafe acts to the EHS Organization.

• Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe (if applicable).

• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

• Maintain tools and test equipment properly and ensuring they are calibrated.