Field Service Engineer

Job Description Summary

The Field Service Engineer is responsible for developing and maintaining strong relationships with both internal and external customers, driving customer satisfaction through service excellence. Installing and maintaining electronic equipment in the Imaging Portfolio modalities. Success will be achieved by applying a consultative, problem solving and customer focused approach to service delivery.

This role is primarily servicing MRI systems in the Sydney Metro Area, with some regional travel required.

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

Service Delivery

• Install equipment in a high quality, professional manner with strong attention to detail in accordance with the company standards, compliance standards and customer requirements.
• Perform preventative maintenance in accordance with company standards, compliance standards and customer requirements.
• Make corrective repair calls in a timely manner, aligned with customer contract requirements and repair the equipment in accordance with company standards and directives and customer requirements.
• Ensure timely completion of Field Modification Instructions (FMI’s).
• Advise management when response time objectives cannot be met i.e. If there are two site visits in relation to the same problem, inform Senior Field Engineer (SFE).
• The Field Service Engineer retains ownership of the problem until it is resolved.
• The Field Service Engineer must keep the customer, SFE (Senior Field Engineer), Service operation specialist (SOS) and Service Delivery Manager (SDM) informed on progress.
• Keep management and commercial account managers fully aware of all developments in the installed base.
• Keep customers fully satisfied by keeping them informed of activities when on site and/or working on their behalf whilst on site.
• Report regularly to management in accordance with reporting guidelines/procedures.
• Complete other assignments and projects as directed.
• Follow the alert procedure for system down.
• Attend technical and general skills development training courses as directed and keep abreast of developments/technical product information.
• Work within the defined responsibilities as documented in GE Healthcare Spirit and Letter Commitment Form to ensure compliance.
• Accurately complete and lodge all service documentation in a timely manner within company guidelines.
• Ensure all company property (tools, test equipment, motor vehicle) is kept in optimum condition and test toolscalibrated according to the schedule requirements.
• Ensure that parts usage/ordering is optimized from both the companies and the customer’s perspective.

Compliance

• Adhere to and uphold highest standards of compliance to relevant international and local Regulatory and GE Healthcare Promotional Codes
• Adhere to all applicable GE and GE Healthcare compliance policies, codes, and training requirements
• Identify and report any quality or compliance concerns and take immediate corrective action as required

Quality Specific Goals

• Be aware of and comply with the 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 and 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 job dispatch closure and send customer reports as required by company guidelines. 
• Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe.  Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
• Maintain knowledge of and understand all applicable Environmental Health Policies (including but not limited to GE Healthcare EHS Policies, GE Healthcare Fleet Rules, etc.) and operate within them to ensure that no company policy or local / Int’l Law is broken.
• Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System.

Vaccine for Preventable Diseases

• Depending on location, some Countries / States have mandated or are intending to mandate that contractors who enter healthcare sites must be able to provide evidence of vaccination for vaccine preventable diseases (VPDs) prior to working at their premises.
• GE Healthcare does have an EHS Medical Services Program.  We have an immunisation and vaccination program covering any GE Healthcare employee who is required to enter a site and conduct work where there is the likelihood of potential exposure or acquisition through respiratory means to VPDs.
• To ensure your risk is minimised, you may be required to provide evidence of immunity /vaccination prior to commencing with GE Healthcare in such locations where it has been mandated. Equally you may be required to provide evidence of vaccination post-employment, in the event that further sites mandate this requirement. 

Qualifications/Requirements

• Electronic/ Electrical Engineering, Electronics Technician or equivalent electrical trade.
• Relevant licenses as required to work in NSW
• Experience working on MRI Medical Equipment is preferred.
• The role will have a strong focus on medical IT systems. Skills in TCP/IP, WIFI and medical networks is preferred.
• Excellent verbal and written communication skills in local language as well as good command of English
• Ability to synthesize complex issues and communicate in simple messages
• Solid problem-solving skills (ability to manage and resolve conflict, communicate issues, and propose solutions to both internal team members and external customers)
• Excellent organizational and time management skills
• Valid motor vehicle license
• Willingness to travel within your specified geographic region
• Compliance with vaccination mandates

Desired Characteristics

• Experience working with electronic systems in the Healthcare, military, printing industry or similar environment
• Ability to learn new technologies quickly and a willingness and commitment to continuous learning/improvement and extension of skills across both modalities.
• Previous experience interpreting schematic diagrams and following technical reference manuals to perform effective repair and planned maintenance of electronic and electro-mechanical equipment.
• Strong commitment and experience working within strict workplace safety standards and guidelines.
• Demonstrated ability/experience working on various computer networking systems.
• High work standards, quality, strong work ethic
• Team oriented with a customer satisfaction mindset
• Willingness to be flexible/adapt to changing work environments
• Thrive in a fast-paced, dynamic business environment
• Demonstrate behaviours including empathy, humility, integrity, and resilience

We expect all our employees to embody our Leadership Behaviours: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity

Additional Information