About Us: GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
Role Summary: The Field Service Engineer ANZ is responsible for delivering on-time and best in class service support to GE Life Sciences customers in ANZ. You will work with experienced Field Engineers, both onsite and remotely, to learn troubleshooting, repair and equipment installation techniques. You will be supporting GE’s customers throughout ANZ so you will get to experience the various environments our instruments are utilized in.
Essential Responsibilities: Essential Responsibilities: Manage incoming customer service calls, installations, preventative maintenance visits and equipment repairs to exceed customer needs and expectation. The Field Service Engineer will also be rewarded for attaining service targets & KPI’s.
Primary Responsibilities/Functions: • Work as part of a small but highly skilled and experienced technical team to support and provide maintenance on GE Life Sciences equipment across ANZ. • Learn to complete on-time and accurate Preventative Maintenance visits and Field modifications. • Assist more experienced field engineers with equipment installations. • Work with experienced field engineers on basic troubleshooting and service repair needs on designated equipment. • Effectively communicate and partner with teammates and colleagues. • Learn to effectively communicate with customers to ensure resolution and proper follow-up, leading to customer satisfaction. • Partner with the customer and recommend value-added services that will help the customer run their business more efficiently. • Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner, ordering repair parts, and managing cycle times. • Utilize the GE Healthcare Life Sciences escalation process, as needed, and work closely with region and national support to define and implement corrective action plans to resolve customer issues in a timely manner. • Serve as a member of the account community for key accounts. Effectively engage commercial counterparts, identify potential sales leads, participate in sales opportunities such as contract renewals, and assist with promoting and implementing revenue programs. • Focus on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately become a perceived partner in their business. • Take responsibility for trunk / critical parts stock as per GEHC LS Inventory guidelines. • Answer service calls independently without assistance within one year of employment.
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 Quality Specific Goals continued: • 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. • Identify and report any unsafe workplace conditions or unsafe acts to the EHS Organization. • Ensure timely dispatch closure (if applicable) • Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe (if applicable) • Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible. • Maintain tools and test equipment properly and ensuring they are calibrated.
Qualifications/Requirements: Qualifications / Requirements: • Bachelor’s degree, Electrical Engineering, Electrical Engineering Technology, or equivalent related degree with 2 years’ experience servicing electronic equipment, or a High School Diploma (or equivalency) and 7+ years’ experience servicing electronic equipment or equivalent industrial experience e.g. Electrician or Armed Forces trained electronic engineer. • 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. • Experience troubleshooting and responding to customer concerns. • Technical analysis skills. • 2-4 years’ experience in field engineering. • Ability to work independently and remotely. • High professional and quality standards. • Initiative and motivation. • Effective planning and organization of assigned work. • Excellent communication, listening and relational skills. • Excellent customer-oriented skills; ability to manage diverging opinions with tact, effectiveness and influencing skills • Good negotiation skills. • Good knowledge of the Life Sciences market. • Good understanding of the commercial environment.
Desired Characteristics: • Ability to work in a team (including ability to leverage available resources to reach set objectives). • Familiarity with (GEHC) Life Sciences products or technologies or equivalents • Experience with Chromatography equipment • Experience interfacing with both internal team members and external customers as part of a solution based service process. • Good customer interaction skills. • Preferred Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner
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