Field Service Representative – Imaging/Biomedical Technologist

GE HealthCare

1d•Onsite

About The Position

In this role, the Field Service Representative (FSR) will be responsible for driving customer satisfaction through Service Excellence and meeting the daily service repair needs of Diagnostic Imaging and Biomedical equipment. Based out of Windsor, Ontario, this role will service hospital and clinic sites within the Erie St. Clair region, plus supporting hospitals / clinics throughout Southwest Ontario. The role requires frequent travel to remote hospitals / clinics within the region and may require occasional overnight time away from a home base. A valid current Canadian driver’s license is essential. The role also requires that the individual selected can travel to and from the USA for training at our healthcare institute. Off-hours for emergency support and On-Call customer support is required with this role. Provide Biomedical support to Windsor team as needed and able to accommodate flexible shifts. Applicants must be legally able to reside and work in Canada at the time of application. It is a condition of hire that any new employee or contract worker providing products or services to a GE Healthcare customer facility is fully vaccinated and can provide proof of COVID-19 vaccination. All offers of employment are conditional upon the satisfaction of this requirement. “Fully vaccinated” means that any such person must have received two doses of a COVID-19 vaccination approved by Health Canada. Candidate must reside in the city of Windsor or a surrounding municipality

Requirements

Technical Diploma or Degree in Electronics or Biomedical Engineering or equivalent experience or training.
Minimum of two years post graduate experience in field service.
Candidate should have a proven track record of superior customer service skills and the ability to effectively communicate across multiple levels, both internally and externally.
Demonstrated customer contact / empathy / service experience and the ability to communicate complex technical issues in an easy-to-understand manner.
Demonstrated technical and troubleshooting skills
Exceptional interpersonal skills and organizational skills
Boundaryless behaviour able to work with a diverse team across multiple functions
Strong ability to execute independent judgment in support of a team.
Ability to work independently of direct supervision
Experience responding effectively to customer concerns
Must have a valid Canadian driver's license.

Nice To Haves

Experience servicing GE Healthcare equipment or multi-vendor experience.
Previous Diagnostic Imaging service experience in multiple modalities.
Previous experience in Life Support Systems and or Biomedical Equipment service.
Networking skills and qualifications eg CCNA.

Responsibilities

Provide on-site service on customers installed base equipment, including preventative and remedial service, installation, calibration to factory and customer specifications.
Completion of all required documentation to meet customer, business, and audit requirements.
Provide technical support outside of normal business hours and be available for call if required.
Manage repair parts cycle times to business targets
Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
Maintain tools and test equipment properly and ensuring they are calibrated
Meet Quality Management System and Environment Health and Safety requirements
Utilize the escalation process to resolve customer service delivery issues and conducting root cause analysis the aid effective problem solving.
Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue growth programs.
Integrate into the hospital culture and work in conjunction with existing hospital resources to optimize the service delivery process for equipment covered under our Maintenance Service and Strategic Alliance Agreements.
Develop an advisory and consultative role with your primary assigned hospitals.
Provide full and timely communication with customer, field, and account management teams to ensure efficient service delivery.