Field Service Engineer 2

GE HealthCare

11d•Remote

About The Position

The Field Service Engineer 2 will support the Battle Creek, Kalamazoo, and Southwest Michigan service region. The primary modality for this position will be MR support. The Field Service Engineer 2 performs on time and accurate Preventative Maintenance in one or more modalities of equipment. The Field Service Engineer 2 is aware of and follows all Field Modification Instructions and/or Instrument Service Information bulletins. Works independently to trouble shoot and perform moderately complex repairs on assigned equipment. Independently performs and leads equipment installations in one or more modalities. Responsible for driving customer satisfaction through Service Excellence.

Requirements

Associate degree in related field or equivalent military education and 4 years of experience servicing electronic equipment OR high school diploma/GED and 6 years of relevant experience
Technical capabilities in (MR) including troubleshooting, repair and installation.
Must have and maintain a valid Driver’s License.
Experience with Web applications as well as Microsoft suite of products.
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
Ability to be available after hours and/or work a rotating on-call schedule including weekends.
Demonstrated ability to manage multiple, competing priorities while maintaining customer satisfaction.

Responsibilities

Perform timely and accurate preventative maintenance of medical equipment with a hospital or healthcare system to ensure optimal delivery of healthcare services to patients.
Perform troubleshooting, service repairs and installations of moderate complexity.
Lead communications with customers and serve as escalation point for customer related concerns, including installations.
Own customer issues from dispatch or identification of issue to resolution.
Proactively engage with other team members to ensure appropriate solution for the customer.
Leads installations, validations, maintenance, and service repair needs on designated equipment.
Leverage customer knowledge and relationships to assist customers and service sales with contract and on demand revenue growth.
Maintain relationships with customers and ensure timely communication, resolution and proper follow up to drive customer satisfaction.
Adhere to company policies, procedures and hospital protocols to ensure regulatory and compliance requirements are met; ensuring documentation of all work performed is captured daily, including debriefing including metrics and ordering parts.
Partner with the customer and/or the sales team to recommend value-added services that will help the customer run their business more efficiently.
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.