Field Service Engineer 3

GE HealthCare•Houston, TX

5d•Remote

About The Position

The Field Service Engineer 3 is a technical expert in at least one modality and may be proficient in multiple modalities. As the primary GE HealthCare Services representative to customers, this role resolves advanced service and repair needs for designated PET/NUC/CT equipment and drives customer satisfaction through Service Excellence. The position is remote but requires onsite work at customer locations in the Houston, Texas service area, with occasional work from a home office. The engineer owns customer issues from initial dispatch or identification through resolution, leads customer communications, and serves as an escalation point. The role also supports and coaches less experienced field engineers, collaborates with commercial and technical teams, and contributes to account and business growth. Duties may include equipment installation, validation, maintenance, and training clinical or scientific staff.

Requirements

Associate degree in a related field or equivalent military education and 6 years of experience servicing electronic equipment; alternatively, a high school diploma/GED and 8 years of relevant experience.
Advanced technical capabilities in PET/NUC/CT, including troubleshooting, repair, and installation.
Valid driver's license, which must be maintained.
Experience with web applications and Microsoft products.
Legal authorization to work in the United States; employment visa sponsorship is not available now or in the future.
Ability to be available after hours and/or work a rotating on-call schedule that includes weekends.
Demonstrated ability to manage multiple competing priorities while maintaining customer satisfaction.
Ability to lift, carry, push, and pull up to 35 pounds unassisted.
Ability to frequently bend, stoop, twist, climb, crouch or squat, kneel or crawl, and sit and stand for long periods.
Ability to reach at, above, and below shoulder level; flex and extend the neck; and use good hand and finger dexterity.
Vision abilities may include color, close, distance, and peripheral vision and depth perception.

Responsibilities

Perform advanced troubleshooting and repair on assigned equipment; may also install, validate, and maintain equipment.
Lead, instruct, and assist less experienced Field Engineers, providing coaching and feedback.
Lead customer communications and serve as an escalation point for customer concerns, including installation issues.
Own customer issues from dispatch or identification through resolution.
Keep teammates informed about the status of issues for designated customers.
Lead and communicate headquarters-, zone-, or area-level initiatives and co-lead team or modality meetings as required.
Partner with customers and recommend value-added services to help them operate more efficiently.
Maintain customer service logs and internal service records, order repair parts, and manage cycle times.
Use the GEHC escalation process as needed and work with regional and national support to develop and implement corrective action plans.
Collaborate effectively with teammates and colleagues and serve as a member and leader of the account community for assigned accounts.
Engage commercial counterparts, identify potential sales leads, participate in opportunities such as contract renewals, and help promote and implement revenue programs.
Build and enhance customer relationships by focusing on customer needs and satisfaction and acting as a partner in the customer's business.
Keep up to date with competitor information and market trends and demonstrate commercial acumen.
Collaborate with Commercial Sales teams and regional or zone leadership to support business growth.
Assist the Area Service Manager or Director of Service with growth or deployment strategies.
May provide application training to clinical or scientific staff on designated equipment.