Job Description Summary

Enable Precision Care by providing USCAN Region-based (Northeast United States) technical advisory support to GE HealthCare Field Engineers.

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

• Key linkage between Region technical performance and USCAN Technical Support.

• Oversee systemic process of field response to proactive, system-generated alerts.

• Provide feedback on remote technical support to customers.

• Utilize remote tools such as RSvP, SynerGE, “Gameplan”, CRU process to drive service effectiveness.

• Support Field Engineers utilizing innovative technology solutions to drive productivity and quality.

• Be part of an integrated “One Service” response team within the field to include regular on-site, face-to face engagement with team to support installations and customer escalations (CSOs) as appropriate.

• Contribute knowledge and maintain the current KMS (Knowledge Management System).

• Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required, including focus on material spend efficiency. 

• Act as change agent/field "expert" for these programs and monitor New Product Introduction product performance.

• Gather data and share information with Product Operations and Modality Engineering groups to drive product ease of installation, reliability, and serviceability.

• Identify field process improvements that drive first call resolution excellence.

• Support field-based technical training and instructor lead training at HCI as needed and drive use of remote diagnostic troubleshooting tools to qualified field personnel; fulfill role as Adjunct/Coach/Expert within a Region.

• Engage with Service of Tomorrow strategy deployment.

• Support Region cost-to-serve outliers program by investigating system historical performance and developing action plan to address root cause(s) identified with local teams.

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 & 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. 

• Assist with timely dispatch closure for proactive alerts. 

• Support completion of remote field modifications instructions (eFMIs) within prescribed timeframe. 

• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps.

Required Qualifications:

• Minimum 10 years of Service engineering experience with the repair and maintenance of GEHC systems for specific modality.

• Must be able to meet the physical demands of the job as it pertains to onsite repair, installations, and escalations on an as-needed basis; accommodations may be permitted.

• Deep technical acumen in one or more healthcare modalities.

• Demonstrated ability to handle/resolve complex technical issues and apply expert-level knowledge to applicable systems.   

• Excellent multi-tasking skills to manage complex remote trouble shooting process.

• Exceptional customer-facing communication skills.

• Ability to stay calm under pressure.

• Ability to travel up to 20% or more as required to customer sites and training sessions.

• Flexible to work other shifts to coverage vacations, holidays, and emergency situations.

• 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. 

• Computer skills supporting Service performance analytics; proficiency in excel, email, PowerPoint.

• Capability to identify and drive improvements in efficiency.

Preferred Qualifications:

• 2- or 4-year degree in an engineering discipline.

• Knowledge/experience w