Job Description Summary

The Technical Support Engineer I (TSE I) drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Engineers (FEs), Client Service Technicians (CSTs), and Customers experiencing system performance issues. This position is the technical resource for service-related escalations regarding the product family. If required to advise the customer install base in a specific geography, position may include Partial Relocation.

This is a remote role that requires the candidate to work from their home office.  Candidate needs to reside in the United States.

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

• Provide remote and on-site technical support for Philips CT.

• Use successful, effective field experience and knowledge to provide technical support to FE's, CST's, and customers that may include both remote and onsite support.

• Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status.

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

• Utilize “Gameplan” tool to drive Service effectiveness. Contribute knowledge to the Problem Solution Database (PSDB).

• Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required.

• Support Material and Purchased Service cost improvement initiatives for the modality.

• Within project engagement, act as a change agent/ field ""advisor"" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support.

• Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth.

• This may include leveraging service capabilities by increasing the number of customer systems connected to the internet to improve remote troubleshooting and remote fix rates.

• Work with Modality / Service Engineering, Product Engineering and field support specialists to drive product quality, serviceability, and resolve formal customer escalations.

• Coach and train FE's to ensure that technical and customer skills are up to date and meet the needs of the business. On occasion may serve as subject matter expert (SME) for FE modality training through the Service Quality Standard (SQS) training curriculum.

• Identify field process improvements such as pre-PM work, PM cycle time, remote TTR work, field based technical training to support use of remote diagnostic troubleshooting tools and processes in the field.

• Identify field quality improvements to include hazardous/ non-hazardous complaints via Trackwise.

• Travel to customer sites and support installations, FMIs and customer escalations (CSOs).

• Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience, knowledge of legacy Philips CT products. Knowledge and experience using Common Service Desktop, CRM and other remote tools as required.

Required Qualifications:

• Minimum 5 years of engineering experience in the repair and maintenance of Philips CT systems as an FE II and/or FE III; or the equivalent external to GE HealthCare with regards to the repair and maintenance of Philips CT systems

• High School Diploma/GED AND 8+ years of experience servicing mechanical and/or electrical equipment, OR…

• Associate's or Bachelor's degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND 5 years of experience servicing mechanical and/or electrical equipment OR…

• Equivalent military education to Associates or Bachelor's degrees AND 5 years of experience servicing mechanical and/or electrical equipment.

• Must have consistently performed as an FE II, or an FE III, or the equivalent external to GEHC for a period of 5 years before consideration.

• Demonstrated ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems

• Legal authorization to work