Customer Service Engineer

Job Description Summary

Responsible for developing and maintaining strong interpersonal relationships with customer representatives, ensuring Customer Satisfaction and maintaining all equipment models specific to MICT (CT/PET/SPECT) modality in the assigned area.

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. Impacts quality of own work and the work of others on the team. Executes standard operational/technical tasks typically subject to instructions and work routines. There is latitude to rearrange the sequence to complete task/duties based on changing work situations.

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 and Responsibilities

• 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.
• 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 multifuntional rooms. Shares best practices. Maintain effective quality systems and programs compliant with relevent standards, according to the GEHC 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.
• Broadening knowledge of own technical discipline to execute policy/strategy. May include support roles with specialized technical field of knowledge; still acquiring higher level knowledge and skills.
• Basic understanding of key business drivers; uses this understanding to accomplish own work. Good understanding of how work of own team integrates with other teams and contributes to the area.
• May have some autonomy to make decisions within a defined framework. Resolves issues in situations that require good technical knowledge and judgment within established procedures. Consults more senior team members for issues outside of defined instructions/parameters.
• A job at this level requires good interpersonal skills and may be required to lead a junior team. For customer facing roles, develops strong customer relationships and serves as the interface between customer and GE. Explains technical information to others.

Required Qualifications

• Bachelor's degree from an accredited university or college ( or a high school diploma with relevant experience) with 6+ years of experience in the Services & Field Services.
• 2-4 years Field Services experience in MICT service. 
• Comprehensive knowledge of handling CT modality & multi-modalities (optional). 
• Sought by others for guidance and advice. 
• Profiency in English. 
• Ability to work independently with minimum direction.  High work standards and quality. 
• Initiative and motivation. Plans and organizes work effectively.  Excellent communications, listening and interpersonal skills. 
• Strong Customer skills; deals tactfully and effectively with differences of opinion, influences rather than directs.

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.  If you suspect you have received a fraudulent call , please fill out the form below: https://www.ge.com/careers/fraud

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Additional Information