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 Representative is 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 models specific to a modality or modalities in Calgary and Southern AB region.
Essential Responsibilities: - 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 - Meet Health and Human Services, Environment Health and Safety and/or all other applicable regulatory requirements. - Complete all planned Quality, EHS & 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. - Ensure timely dispatch closure (if applicable) - Identify and report any unsafe workplace conditions or unsafe acts to the EHS Organization. - 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: - Bachelor's degree or Technical Diploma in Bio Medical Engineering or Electrical Engineering or Electronics Engineering Technology - Minimum 3+ years technical experience troubleshooting, installation, maintenance and service repair on designated Diagnostics Imaging equipment - Candidate must have a proven track record of superior customer service skills and the ability to effectively communicate across multiple levels, both internally & externally. - Excellent analytical and communication skills (written and verbal) with the ability to communicate complex technical issues in an easy to understand manner. - Exceptional interpersonal skills and organizational skills. - Boundary less behaviour able to work with a diverse team across multiple functions. - Strong ability to execute independent judgment in support of a team. - An 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. - Service as a second level escalation point for service issues for designated modalities as needed. - Maintaining communication with customers directly to ensure resolution and proper follow-up, leading to customer satisfaction. - Sharing knowledge and coaching other members of GE Service team on an on-going basis - Support the business to achieve product serviceability and reliability, quality trend analysis, productivity program input and execution, national modality program implementation and new product introduction support - Providing remote and on-site technical support to Customers - Utilizing the GEHC escalation process, as needed, and working closely with region and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner - Drive the businesses Material and Purchased Service cost improvement initiatives for assigned modality(ies) - Leading Installation activities within assigned area, ensuring safety and quality measures are taken - Completing on-time and accurate Preventative Maintenance and Field Modification Instruction as needed - Keeping 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 - May include basic/refresher application training of clinical staff on designated equipment - Continually building modality expertise by staying abreast of R&D and new product introductions and other relevant modality enhancements - This position involves working around radiation, machines, electrical machinery, chemicals, unprotected heights and operation of motor vehicles. - Must have a valid driver's license. Candidate must be able 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. Candidate must also be able to reach at, above and below shoulder level, flex/extend neck and have good hand and finger dexterity. Specific vision abilities required by this job may include color, close vision, distance vision, peripheral vision and depth perception.
Desired Characteristics: - Leading & Relating to Others: Establishes good relationships with customers and staff. Builds wide and effective networks of contacts inside and outside the organization. Relates well to people at all levels. - Manages conflict - Shares Expertise: Applies specialist and detailed technical expertise. Develops job knowledge and expertise through continual professional development. Shares expertise and knowledge with others. Uses technology to achieve work objectives. Demonstrates an understanding of different organizational departments and functions - Organizing & Executing: Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity. Works in a systematic, methodical and orderly way. Consistently achieves project goals. Takes responsibility for actions, projects and people. Takes initiative, acts with confidence and works under own direction. Initiates and generates activity - Communicating: Speaks clearly and fluently. Expresses opinions, information and key points of an argument clearly. Makes presentations and undertakes public speaking with skill and confidence. Responds quickly to the needs of an audience and to their reactions and feedback. Projects credibility Coping with Pressure: Works productively in a pressurized environment. Keeps emotions under control during difficult situations. Balances the demands of a work life and a personal life. Maintains a positive outlook at work. Handles criticism well and learns from it - Supporting & Cooperating: Demonstrates an interest in and understanding of others. Adapts to the team and builds team spirit. Listens, consults others and communicates proactively. Supports and cares for others. Upholds ethics and values. Appropriately follows instructions from others without unnecessarily challenging authority. Follows procedures and policies. Compiles with legal obligations and safety requirements of the role - Embracing Change & Demonstrating Enthusiasm: Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations. Works hard and puts in longer hours when it is necessary. Identifies development strategies needed to achieve career goals and meet new or changing demands of the job - Commercial Thinking: Keeps up to date with competitor information and market trends. Identifies business opportunities for the organization. Demonstrates financial awareness
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