Provide direct technical service on customers 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 call if required.
Provide technical service (emergency, remedial, and preventative), screening, documenting service calls, and analyzing service history.
Manage repair parts cycle times to business targets
Maintain customer service logs and internal service records
Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction
Maintain tools and test equipment properly and ensuring they are calibrated
Meet Quality Management System and Environment Health and Safety requirements
Utilize the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving
Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs
Integrate into the hospital culture and work in conjunction with existing hospital resources to optimize the service delivery process for equipment covered under our Maintenance Service and Strategic Alliance 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
Technical Diploma / Degree in Electronics Engineering, Biomedical, Physics or equivalent experience or training. (Or about to graduate with appropriate qualification).
Proven track record of 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
Technical and troubleshooting skills
Exceptional interpersonal skills and organizational skills
Boundaryless behaviour able to work with a diverse team across multiple functions
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
Must have a valid driver's license
Mechanical Aptitude and expertise with hand tools etc.
Experience servicing GE Healthcare equipment as well as GE Provided modality training.
Previous experience servicing Diagnostic Imaging service experience in Nuclear Medicine, Ultrasound & XRAY.
Excellent mechanical skills / aptitude
Networking/ IT skillsets for remote diagnostics
Demonstrated ability to manage difficult customer situations.
Demonstrated excellence with customer communication.
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.
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Relocation Assistance Provided: No