Multi-Vendor Siemens X-ray Technical Support Engineer

Job Description Summary

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.

Job Description

Key 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.

Quality Specific Responsibilities:

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.    

Required Qualifications:

• 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.

Special Physical Requirements: 

• 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. 

• 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.

Preferred Qualifications:

• 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

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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For U.S. based positions only, the pay range for this position is $92,000.00-$138,000.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). 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.

Additional Information

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.