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: Responsible for meeting the daily service repair needs of the customer’s equipment and drives customer satisfaction through Service Excellence.
Essential Responsibilities: 1. Advance, total system-level troubleshoot, install, maintain, and perform service repair needs on designated equipment. 2. Complete Preventative Maintenance and Field Modification Instruction. 3. Order and manage repair parts cycle times. 4. Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner. 5. Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction. 6. Maintain tools and test equipment properly and ensure they are calibrated. 7. Meet Health and Human Services, Environment Health and Safety, and/or other applicable regulatory requirements. 8. Manage vendors’ service delivery processes in compliance with GE Healthcare policies. 9. Utilize the escalation process to resolve customer service delivery issues and conduct root cause analysis that will lead to effective problem solving. 10. Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs. 11. Work as a member of the local team to provide efficient and cost effective service delivery to all accounts with assigned area. 12. May train clinical staff on designated equipment. 13. Teach and assist other Field Engineers on advanced and complex troubleshooting and technical fixes, playing a lead role on complex and multifunctional system fixes.
Qualifications/Requirements: 1. 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. 2. Complete all planned Quality & Compliance training within the defined deadlines. 3. Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization. 4. Identify and report any personal quality or compliance concerns immediately to the Quality Organization. 5. Ensure timely dispatch closure (if applicable). 6. Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe (if applicable). 7. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible. 1. Bachelor’s degree, Electrical Engineering, Electrical Engineering Technology, equivalent military education or Associates Degree with 2 years experience servicing electronic equipment, or a High School Diploma/GED and 12+ years experience servicing electronic equipment. 2. Experience interfacing with both internal team members and external customers as part of a solution based service process. 3. Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment. 4. Experience troubleshooting and responding to customer concerns.
Desired Characteristics: 1. Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner 2. Six Sigma trained/certified. 3. Change agent and process oriented.
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