Field Service Representative

Job Description Summary

In this role, the Field Service Representative (FSR) will be responsible for driving customer satisfaction through Service Excellence by delivering high-quality service and timely repairs for Diagnostic Imaging (DI) systems.

Based in Newfoundland, Canada. the FSR will provide technical service to hospitals and clinics throughout the Newfoundland and Labrador region.

The role may/will require travel to remote hospitals/clinics within New Brunswick, PEI and Nova Scotia which could require overnight time away from a home base. A valid Canadian driver’s license is required.

The role also requires that the individual selected can travel to and from the USA for training at our healthcare institute.

Job Description

Roles and Responsibilities:

• Provide direct technical service on customers installed base equipment, including preventative and remedial service, installation, calibration to factory and customer specifications, and the completion of all required documentation to meet government, business and audit requirements.
• Provide technical support outside of normal business hours and be available for call if required.
• Provide technical service (emergency, remedial, and preventative), screening, documenting service calls, and analyzing service history.
• Manage repair parts cycle times to business targets
• Maintain customer service logs and internal service records
• 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 that will lead to effective problem solving 
• Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue 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.
• Liaise with local Field Customer Team, Technical Account Manager, and Account Manager at technical and business levels to provide efficient service delivery in customer accounts within assigned area

Required Qualifications:

• Technical Diploma in Electronics Engineering or equivalent experience or training.
• 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.
• Excellent analytical and communication skills (written and verbal) with the ability to communicate complex technical issues in an easy to understand manner.
• Technical and troubleshooting skills
• Exceptional interpersonal skills and organizational skills.
• Boundaryless behavior, able to work with a diverse team across multiple functions.
• Strong ability to execute independent judgment in support of a team.
• An ability to work independently of direct supervision
• Experience responding effectively to customer concerns
• Experience interfacing with both internal team members and external customers as part of a solution based service process.
• Must have a valid Canadian driver's license.
• Fluency in English is required; proficiency in French is considered an asset.

• Experience with Web applications as well as Microsoft suite of products.
• The successful applicant must comply with GEHC's standard background check, including a post-offer drug test. In addition, 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).

Special Physical Requirements:

• Candidate must be able to lift, carry, push, and pull up to 35 lbs. unassisted and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit and stand for long periods of time. Candidate must also be able to reach at, above and below shoulder level, flex/extend neck and have good hand and finger dexterity. Specific vision abilities required by this job may include color, close vision, distance vision, peripheral vision and depth perception.
• Willingness to be available ""after hours"", or work a rotating On-Call schedule, including weekends, for critical issues and coverage, as necessary.
• Must be eligible for international travel, including to the United States.
• Required documentation includes a valid Canadian passport, for cross-border business travel at the time of application

Desired Characteristics:

• Experience servicing GE Healthcare equipment or Multi-vendor experience.
• Previous Diagnostic Imaging service experience in multiple modalities would be a definite asset.
• Previous experience in Life Support Systems and or Biomedical Equipment service would be a definite asset.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

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Additional Information