Job Description Summary

In this role, the Field Service Representative (FSR) will be responsible for driving customer satisfaction through service excellence and meeting the daily service repair needs of Diagnostic Imaging and Clinical equipment including (but not restricted to) Anesthesia & Monitoring, Ultrasound, XRAY, Nuclear Medicine, CT and MRI.

Based out either of the Greater Kingston or the Greater Sudbury Ontario areas this role will service hospital and medical clinic sites within the Norther and Eastern Ontario region.

The role requires frequent travel and may require occasional overnight time away from a home base. Flexibility to be away for multiple overnight stays is essential.

Some On-Call support is a requirement of this role.

** Applicants must hold a Full Ontario or other Canadian Provincial driver’s license at the time of application.
** The role also requires that the individual selected can travel to and from the USA for training at our healthcare institute.
** All candidates must possess either Canadian Citizenship or have Permanent Residence to be considered.

Job Description

GE Healthcare provides transformational medical technologies and solutions that are shaping a new age of patient care.

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.

MAJOR RESPONSIBILITIES:

• Provide  direct  technical  service  on  customers  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 call if required.
• Provide  technical  service    (emergency,  remedial,  and  preventative),  screening,  documenting  service  calls,  and  analyzing  service  history.
• Manage  repair  parts  cycle  times  to  business  targets
• Maintain  customer  service  logs  and  internal  service  records 
• Maintain  daily  communications  with  customers  to  ensure  resolution  and  proper  follow-up,  leading  to  customer  satisfaction 
• Maintain  tools  and  test  equipment  properly  and  ensuring  they  are  calibrated   
• Meet Quality Management System and Environment Health and Safety requirements 
• Utilize the escalation  process  to  resolve  customer  service  delivery  issues  and  conducting  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 Maintenance Service and Strategic Alliance 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 / Degree in Electronics Engineering or equivalent experience or training.   
• Minimum of two years’ experience in Diagnostic Imaging Equipment Service.
• 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 
• Boundaryless behaviour able to work with a diverse team across multiple functions