Biomedical Field Service Representative

Job Description Summary

As the Biomedical Equipment Service Technologist, you will be responsible for driving customer satisfaction through Service Excellence and meeting the daily service repair needs of Clinical Medical Equipment in and around the Orangeville and Barrie region.

Based out of (but not restricted to) the Orangeville and Barrie areas in Ontario, this role will service the hospital and satellite sites within the region, plus supporting hospitals / clinics outside that area if required.

This position requires international travel, including to the United States. Applicants must possess and maintain the valid and up to date documentation and authorizations (e.g., Cdn passport, permanent resident card, or other travel authorization) that are required to permit entry into and travel within the U.S., Canada, and other countries identified as applicable by the Company for business purposes.

All applicants must be legally able to reside and work in Canada at the time of their application.

A current unrestricted Canadian Driving license is a requirement of this role.

It is a condition of hire that any new employee or contract worker that will provide products or services to a GE Healthcare customer facility are fully vaccinated and provide proof of COVID-19 vaccination. All offers of employment are conditional upon the satisfaction of this requirement. “Fully vaccinated” means that any such person must have received two doses of a COVID-19 vaccination approved by Health Canada. The second dose of vaccine must have been administered at least 14 clear days before commencing employment.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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

MAJOR RESPONSIBILITIES:

• Provide direct technical service on customer’s installed base equipment, including preventative and remedial service, installation, calibration to factory and customer specifications, and the completion of all required documentation to meet government, business and audit requirements.
• Provide technical support outside of normal business hours and be available for service calls if required.
• Provide technical service (emergency, remedial, and preventative) documenting service calls, and analyzing service history.
• Manage repair parts cycle times to business targets.
• Maintain customer and internal service records.
• Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
• Meet Quality Management System (QMS) and Environment Health and Safety requirements.
• Maintain tools and test equipment properly, ensuring they are calibrated and meet all QMS requirements.
• Utilize escalation processes to resolve customer service delivery issues. Conduct root cause analysis that will lead to effective problem solving.
• Integrate into the hospital culture and work in conjunction with existing hospital resources to optimize the service delivery process for equipment covered under our Service Agreements.
• Develop an advisory and consultative role with your primary assigned hospitals.
• Liaise with local Field Customer Team, Technical Account Manager, and Account Manager at technical and business levels to provide efficient service delivery in customer accounts within assigned area.
  
  

Qualifications

• Graduate (or about to graduate) Technician or Technologists Diploma, Or, a degree in Electronics, Biomedical Engineering or other related field, OR equivalent experience and training.
• Demonstrate superior customer service skills and the ability to effectively communicate across multiple levels, both internally and externally.
• Demonstrated customer contact/empathy/service experience.
• Excellent analytical and communication skills (written and verbal) with the ability to communicate complex technical issues in an easy-to-understand manner.
• Excellent Technical and troubleshooting skills.
• Exceptional interpersonal skills and organizational skills.
• Demonstrated ability to work with a diverse team across multiple functions.
• Strong ability to execute independent judgment in support of a team.
• A Demonstrated ability to work independently of direct supervision.
• Experience responding effectively to customer concerns.
• Experience interfacing with both internal team members and external customers as part of a solution-based service process.
• Ability 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.
• Ability to participate in rotating on-call shift.
  
  

Desired

• Experience servicing GE Healthcare and / or other Vendor equipment,
• Previous service experience with clinical equipment.
• Understanding of Variable Cost Productivity and initiatives to drive margins.
• Understanding of Health and Safety programs and Quality Management Systems pertaining to field service.
  
  

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