IGS North East Region Service Engineer

GE HealthCare

2d • Remote

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.

Benefits

• GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree