Multi-Vendor Siemens X-ray Technical Support Engineer

GE HealthCare

About The Position

The Siemens X-ray/Vascular 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 is the technical resource for all service-related escalations regarding the Siemens X-ray/Vascular product family should include expertise on the following products: Siemens Axiom Artis, Artis Zee, Artis Q, Artis Zeego, Pheno, and Icono. As well as a varitety of Rad, R & F, Portable X-Ray (mobilette family) experience preferred. GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. 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

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 and Vascular 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.

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.
Abiltiy 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 Vascular and 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 Axiom Artis, Artis Zee, Artis Q, Artis Zeego, Pheno, and Icono. As well as a varitety of 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 and Vascular 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.
Aware of and comply with the GE Healthcare (GEHC) Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.
Complete all planned Quality & Compliance training within the defined deadlines.
Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.
Identify and report any personal quality or compliance concerns immediately to the Quality Organization.
Ensure timely service activity and record closure.
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

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.

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