Senior Customer Service Engineer

Job Description Summary

This role is responsible for repairing and refurbishing sold or existing products, encompassing all types of maintenance services—both preventive and corrective. Oversees maintenance facilities and field service engineering operations. The role directly influences the quality of individual and team outputs. Tasks are generally operational or technical in nature, following established instructions and routines, though there is flexibility to adjust task sequences in response to changing work conditions.

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.

Job Description

Roles & Responsibilities:

• Provide on-site technical assistance to customers for all installed products, ensuring timely resolution of any issues or problems encountered.

• Perform routine maintenance checks and services as per schedule, proactively identifying potential faults and taking corrective action before they escalate into major breakdowns.

• Assist in the commissioning of new installations, verifying their proper functioning according to specifications and addressing any concerns raised by customers during this process.

• Conduct regular preventive maintenance visits to customer sites, inspecting equipment, performing repairs when necessary, and updating records related to each visit.

• Offer guidance and advice to customers regarding best practices in using our products, including providing tips on how to optimize performance and minimize downtime.

• Collaborate closely with internal teams such as sales representatives, engineers, quality control specialists, and supply chain personnel to ensure seamless communication channels are maintained at all times.

• Maintain accurate documentation of customer interactions, service activities performed, and equipment status updates in compliance with regulatory requirements and organizational policies.

• Handle complaints promptly and professionally, investigating causes, providing solutions, and reporting findings to senior management.

• Participate in continuous improvement initiatives aimed at enhancing operational efficiency, reducing costs, and improving overall customer experience.

• Adhere to safety protocols and guidelines while working on-site, promoting safe work practices among customers and co-workers.

• Contribute to the development and enhancement of customer support processes and procedures based on feedback received from clients.

• The incumbent will be based out of Kanpur location.

Required Qualifications:

• Bachelor’s degree in Electronics Engineering or equivalent field of study preferred.

• Proven track record of at least three years’ experience in customer support roles within medical device industry.

• Strong knowledge base in troubleshooting techniques applicable to various types of medical imaging equipment.

Desired Characteristics:

• Excellent interpersonal skills with the ability to communicate effectively both verbally and written.

• Demonstrated problem-solving abilities and decision-making competencies.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) required.

• Ability to travel extensively throughout India and occasionally abroad.

• Valid driver's license essential.

• Previous experience working in a regulated environment desirable.

• Knowledge of FDA regulations relevant to medical devices advantageous.

Inclusion and Diversity

GE Healthcare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

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.

#LI-MC1

#LI-Onsite

Additional Information