Field Service Representative

Job Description Summary

As the Field Service Representative, you will be responsible for developing and maintaining strong interpersonal relationships with customer representatives; ensuring Customer Satisfaction; and maintaining and meeting the daily service repair needs of customers’ equipment for all Healthcare IT products as well as coordinating service support projects.

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.

Responsibilities

Job Description

• Advanced, total system-level troubleshooting, installation, maintenance, and service repair needs on designated equipment.
• Completing Preventative Maintenance and Functional Management Inspections. Ordering and managing repair parts cycle times.
• Keeping up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner.
• Maintaining daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
• Maintaining tools and test equipment properly and ensuring they are calibrated.
• Meeting Health and Human Services, Environment Health and Safety, and/or other applicable regulatory requirements.
• Managing vendors service delivery processes in compliance with GE Healthcare policies.
• Provide local project coordination for upgrades and other Installed Base projects leveraging GE HCIT Project Management Office framework. Local point of Contact for both the GE and customer team.
• Utilizing the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving.
• Participating in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs.
• Working as a member of the local team to provide efficient and cost-effective service delivery to all accounts with assigned area.
• May include training of staff on designated equipment.
• Teach and assist other Field Engineers on advanced and complex troubleshooting and technical fixes, plays a leading role on complex and multifunctional system fixes.
• May take on additional responsibilities within local area as needed.
• Participate in regional on-call coverage for customers.
• Position may require about 30% travel for site coverage and onsite customer support.
• Position may require flexing shift coverage hours for site coverage when needed.
  
  

Required Qualifications

• Bachelor’s degree, Computer Technology, or equivalent related degree with 2 years’ experience, or a High School Diploma (or equivalency) and 7+ years’ experience.
• Experience interfacing with both internal team members and external customers as part of a solution-based service process.
• Experience in servicing the Picture Archiving Communication System (PACS) products.
• Experience with Linux and SQL technologies.
• Experience troubleshooting and responding to customer concerns.
• Experience in project coordination
  
  

Preferred Qualifications

• Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner, ability to negotiate and influence outcomes, Change agent and process oriented, Six Sigma trained/certified.
• Experience in HL7and Dicom.
  
  

GE Healthcare Canada is an equal opportunity employer. We have a long-standing focus on diversity, equity, and inclusion because we know it will make our company a better place to work. We are committed to creating accessible environments for our employees, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary, or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

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.

Additional Information

Relocation Assistance Provided: No