iCAR North East Region Service Engineer

GE HealthCare

About The Position

Enable Precision Care by providing USCAN Region-based technical advisory support to GE HealthCare Field Engineers. This role supports the North East Region: Indiana, Michigan, Ohio, Kentucky, West Virginia, Virginia, Pennsylvania, Maryland, Delaware, New Jersey, Connecticut, Rhode Island, Massachusetts, New Hamshire, Vermont, Maine, New York. GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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.

Requirements

Minimum 10 years of Service engineering experience with the repair and maintenance of GEHC systems for specific modality.
Must be able to meet the physical demands of the job as it pertains to onsite repair, installations, and escalations on an as-needed basis; accommodations may be permitted.
Deep technical acumen in one or more healthcare modalities.
Demonstrated ability to handle/resolve complex technical issues and apply expert-level knowledge to applicable systems.
Excellent multi-tasking skills to manage complex remote trouble shooting process.
Exceptional customer-facing communication skills.
Ability to stay calm under pressure.
Ability to travel up to 20% or more as required to customer sites and training sessions.
Flexible to work other shifts to coverage vacations, holidays, and emergency situations.
Computer skills supporting Service performance analytics; proficiency in excel, email, PowerPoint.
Capability to identify and drive improvements in efficiency.

Nice To Haves

2- or 4-year degree in an engineering discipline.
Knowledge/experience with GE HealthCare products specific to the modality supported.
Strong customer-centric mindset.
Early adopter of computer-based technology.
Highly motivated, team collaborator.
Ability to adapt well to change and be a positive influence on others.
Skill to anticipate potential problems and proactively implement solutions.

Responsibilities

Key linkage between Region technical performance and USCAN Technical Support.
Oversee systemic process of field response to proactive, system-generated alerts.
Provide feedback on remote technical support to customers.
Utilize remote tools such as RSvP, SynerGE, “Gameplan”, CRU process to drive service effectiveness.
Support Field Engineers utilizing innovative technology solutions to drive productivity and quality.
Be part of an integrated “One Service” response team within the field to include regular on-site, face-to face engagement with team to support installations and customer escalations (CSOs) as appropriate.
Contribute knowledge and maintain the current KMS (Knowledge Management System).
Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required, including focus on material spend efficiency.
Act as change agent/field "expert" for these programs and monitor New Product Introduction product performance.
Gather data and share information with Product Operations and Modality Engineering groups to drive product ease of installation, reliability, and serviceability.
Identify field process improvements that drive first call resolution excellence.
Support field-based technical training and instructor lead training at HCI as needed and drive use of remote diagnostic troubleshooting tools to qualified field personnel; fulfill role as Adjunct/Coach/Expert within a Region.
Engage with Service of Tomorrow strategy deployment.
Support Region cost-to-serve outliers program by investigating system historical performance and developing action plan to address root cause(s) identified with local teams.