Job Description Summary

As the Field Engineer 2, you will perform preventative maintenance, installations, troubleshooting, and repairs on our life-changing medical equipment within a hospital or healthcare system within the greater Cleveland, Northeast, Ohio area.

The Field Service Engineer 2 is fully qualified to perform service in one modality and may have basic training in one or more additional modalities. Acts as the primary GEHC Services face to the customer. Responsible for meeting the daily service repair needs of designated equipment and drives customer satisfaction through Service Excellence.

This role 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 Los Angeles, CA 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:

• Under minimal supervision, serve as GE Healthcare lead to assigned customers; complete troubleshooting, installation, validation, maintenance, and service repair needs on designated equipment. May assist and/or train less experienced Field Engineers.

• 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.

• Effectively communicate and partner with teammates and colleagues.

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

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

• 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.

• 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.

• Focus 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.

• Identify business opportunities for the organization.

• Complete on-time and accurate Preventative Maintenance and Field Modification Instruction as needed.

• 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, accountable for compliance to metrics deemed important to the business.

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

• Ensure completion of all field modifications