Customer Service Engineer

Job Description Summary

All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Accountable for the quality of own work. Subject to direct operations supervision/prescribed work instructions/systems checking. Executes within a well-defined operations framework. There is generally a step by step sequence of standard operational tasks which need to be followed to achieve an end result.

Job Description

Roles and Responsibilities:

• Technical: Maintains all models specific to MICT modality in the assigned area.. 
• Electronic/Mechanical: Total system level trouble-shooting on complex multi-symptom problems. Customer satisfaction: Daily interface with doctors and technicians on equipment status issues. Acts to ensure satisfaction to primary customers.
• LCT: Assists in Account Sales visits; helps train others where necessary; identify Sales opportunities and communicate to account team.
• Business growth: Assists in the growth and direction of business in his/her geographic area. Productivity: Responsible for Warranty and PMS contract cost control.
• Administration: Responsibly completes all administration tasks on time. Ensures timely completion of FMIs and PMS inspections documentation for assigned accounts.
• Installation: Plays a leading role in complex and multifunctional rooms. Shares best practices. Maintain effective quality systems and programs compliant with GE Service Quality Policy Statement.

Quality Specific Goals: 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 & 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.  Insure timely dispatch closure.  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.

Required Qualifications

• Bachelors/ Diploma degree in Electrical & Electronics Engineering, Biomedical Engineering, Instrumentation Engineering, or related field and 3+ years of experience in servicing medical equipment's (Preferably MICT)
• Experience interfacing with both internal team members and external customers as part of a solution-based service process
• Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment
• Base location for the role is Kochi and will require travelling.
• Ability to be available after-hours and/or work a rotating on-call schedule, including weekends
• Willingness to work in any modality anywhere in India or South Asia as deemed by Wipro GE Healthcare

Desired Skills

• Good oral and written communication skills.
  Ability to document, plan, market, and execute programs
• Candidate has to be flexible to work in any location that's assigned to him/her depending on business requirement.
• Sought by others for guidance and advice.
  Proficiency in English.
• Ability to work independently with minimum direction
• High work standards and quality
• Shares best practices. Maintain effective quality systems and programs compliant with ISO 9001 standard, according to the GE Service Quality Policy Statement
• Assists in account sales visits; helps train others where necessary; identify sales opportunities and communicate to account team.

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.

Disclaimer: GE HealthCare will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide employment with GE HealthCare.

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