Job Description Summary

Acts as the primary GEHC Services face to the customer(s) served. Responds to service calls to evaluate, diagnose, perform repair/planned maintenance (PM) on progressively complex customer’s biomedical equipment, and drives customer satisfaction through Service Excellence. Responsible for meeting the daily service repair needs of designated Imaging, LCS and Biomed equipment, to include multiple modalities of the customer's equipment. Drives customer satisfaction through Service Excellence.

At GE HealthCare, our machines, our software, our solutions, our services, and our people make a genuine difference to medical professionals and patients all over the world. That’s because we never lose sight of what healthcare really needs—the human touch.

Job Description

Roles and Responsibilities:

• Troubleshoot, install, maintain, and service repair needs on designated equipment.

• Evaluate progressively complex, customer biomedical equipment issues and implement appropriate repairs.

• First look on at least one imaging or LCS modality.

• Perform on-time and accurate planned maintenance (PM), Field Modification Instruction, and safety/environmental inspections.

• Own customer issues from dispatch or identification of issue to resolution.

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

• Focus on customer needs and satisfaction, continuously building on and enhancing relationships with customers to become a perceived partner in their business who is able to recommend value-added services that will help the customer run their business more efficiently.

• Maintain daily communications with customers without direction.

• Follow as well as guide others as needed regarding appropriate GE policies, procedures, hospital protocol, and complete necessary documentation.

• Engage with other team members (including Remote Technical Engineers and Zone Service Engineers) to ensure they are aware of the status of all issues at all times for their designated customers.

• Effectively communicate and partner with teammates and colleagues.

• Understand and communicate business goals and objectives to the broader GE team servicing

• Keep up to date on administrative responsibilities (e.g., maintaining customer service logs and internal service records in a timely manner, ordering repair parts, managing cycle times).

• Utilize the GEHC escalation process, as needed, and work closely with region and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner.

• Identify potential sales leads and participate in sales opportunities (e.g., contract renewals, assist with promoting and implementing of revenue programs).

• Keep up to date with competitor information and market trends.

• Identify business opportunities for the organization.

• May include basic/refresher application training of clinical staff on designated equipment.

Required Qualifications:

• Associate's or Bachelor's degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and 2+ years of experience servicing electrical equipment;

• OR equivalent military education and 2+ years of experience servicing electrical equipment;

• OR High School Diploma/GED and 4+ years of experience servicing electrical equipment.

• Experience interfacing with both internal team members and external customers as part of a solution based service process.

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

• Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.

• Experience troubleshooting and responding to customer concerns.

• Capable of performing special physical requirements (e.g., able to lift, carry, push, pull up to 35 lbs unassisted; and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit, stand for long periods of time; and reach at, above, below shoulder level; and flex/extend neck; and has good hand, finger dexterity and specific vision abilities including color, close vision, distance vision, peripheral vision, depth perception).

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

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