Multi-Vendor Siemens X-ray Technical Support Engineer

GE HealthCare

1d•$94,400 - $141,600•Remote

About The Position

The Siemens X-ray Technical Support Engineer I (TSE I) drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Service Engineers (FSE’s), Client Service Technicians (CST’s), and Customers experiencing system performance issues. This position serves as the technical resource for all service-related escalations regarding the Siemens X-ray product family, with preferred expertise in Siemens Rad, R & F, and Portable X-Ray (mobilette family) products. This is a remote position. GE HealthCare is a leading global medical technology and digital solutions innovator, aiming to create a world where healthcare has no limits by turning ideas into world-changing realities.

Requirements

Associate’s or Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND a minimum 5 years of experience servicing mechanical and/or electrical equipment; OR equivalent military education to Associates or Bachelor's degrees AND a minimum 5 years of experience servicing mechanical and/or electrical equipment; OR High School Diploma/GED AND a minimum 8 years of experience servicing mechanical and/or electrical equipment
Minimum 5 years of diagnostic imaging experience as an FE II and/or FE III, or the equivalent external to GE with regards to the repair and maintenance of Siemens X-ray systems; demonstrated ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems.
Experience interfacing with both internal team members and external customers as part of a solution-based service process.
Ability to stay calm in pressurized situations and coach people through solving problems.
Exceptional teamwork, verbal, and written communication skills.
Willingness to work rotating late shift coverage, scheduled On-Call, including weekends, for critical issues and coverage, as necessary.
Must have and maintain a valid Driver’s License.
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.
The successful applicant must comply with GEHC's standard background check, including a post-offer drug test.
During employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, and additional drug tests or background checks (including a federal government background check if assigned to support a contract with the federal government).

Nice To Haves

2 or 4 year degree in an Engineering discipline
Healthcare Imaging understanding to include: image quality/ HHS standards, post processing for Vascular, and X-ray, DICOM, PACS and/or Advanced computer networking.
Experience with Siemens applications including syngo, Web applications, and the Microsoft suite of products.
Ability to travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).
Demonstrated successful history of technical problem solving and resolution supporting Siemens X-ray equipment, including proven experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
Ability to extract applicable information during a troubleshooting process and use that information to help resolve issues remotely.
Strong customer service skills.
Highly motivated team player.
Prior project or technical leadership experience.
Training skills
Networking certification, or related networking experience
Basic financial analysis abilities
Lean / Six Sigma Certified

Responsibilities

Provide remote and on-site technical support for Siemens Rad, R & F, Portable X-Ray (mobilette family) experience preferred.
Use successful, effective field experience and knowledge to provide technical support to FE’s, CST’s, and customers that may include both remote and onsite support.
Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status.
Utilize the GEHC escalation process as needed, working closely with local customer and CSO stakeholders to define and support implementation of corrective action plans to resolve customer issues in a timely manner.
Utilize “Gameplan” tool to drive service effectiveness.
Contribute knowledge articles to Problem Solution Database (PSDB).
Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required.
Support Material controls and Purchased Service cost reduction initiatives for the modality.
Within project engagement, act as a change agent/ field "advisor" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support.
Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth. This may include leveraging remote service capabilities to improve remote troubleshooting and remote fix rates.
Coach and train FE's to ensure that technical and customer skills are up to date and meet the needs of the business.
Serves as subject matter expert (SME) for FE modality training; assist in development of new training course content and adjunct instructor at GE Healthcare Institute for Multi-Vendor Instructor-Led training courses for Siemens X-ray training courses.
Identify field process improvements such as pre-PM work, PM cycle time, remote TTR work, field-based technical training to support use of remote diagnostic troubleshooting tools and processes in the field.
Identify field quality improvements to include hazardous/ non-hazardous complaints via Trackwise.
Travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).
Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience.
Knowledge and experience using Siebal Customer Relationship Management (CRM) software and other remote tools as required.