Job Description Summary

The Philips Vascular Technical Support Engineer I (TSE I) drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Service Engineers (FSE’s), Client Service Technicians (CST’s), and Customers experiencing system performance issues.

This position is the technical resource for all service-related escalations regarding the Philips Vascular product family should include expertise on the following products: Philips Allura FD family and Philips Azurion family. As well as a varitety of Rad, R & F, Portable X-Ray experience preferred.

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

Key Responsibilities:

• Provide  remote  and on-site  technical  support for Philips Allura FD family and Philips Azurion family As well as a varitety of Rad, R & F, Portable X-Ray (mobilette family) experience preferred.

• 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  CSO stakeholders  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 articles to iResolve database.

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

• Support Material controls and Purchased Service cost reduction 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 remote service capabilities to improve remote troubleshooting and remote fix rates.

• Coach  and  train FE's  to  ensure  that  technical  and  customer  skills  are  up  to  date  and  meet  the  needs  of  the  business.  Serves as subject matter expert (SME) for FE modality training; assist in development of new training course content and adjunct instructor at GE Healthcare Institute for Multi-Vendor Instructor-Led training courses for Philips X-ray and Vascular training courses.  

• 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 field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).

• Maintain and enhance modality knowledge, such as: Networking / DICOM / Insite / PACS / OS field service experience. Knowledge and experience using Siebel Customer Relationship Management (CRM) software and other remote tools as required.

Required Qualifications:

• Associate’s or Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND a minimum 5 years of experience servicing mechanical and/or electrical equipment; OR equivalent military education to Associates or Bachelor's degrees AND a minimum 5 years of experience servicing mechanical and/or electrical equipment; OR High School Diploma/GED AND a minimum 8 years of experience servicing mechanical and/or electrical equipment

• Minimum 5 years of diagnostic imaging experience as an FE II and/or FE III, or the equivalent external to GE with regards to the repair and maintenance of Philips Vascular systems; demonstrated ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems.

• Experience interfacing with both internal team members and external customers as part of a