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Field Service Engineer

  • GE Healthcare
  • Experienced
  • Posted 7/26/2017 5:42:00 PM
  • 2853476
  • Job Function: Services
  • Business Segment: Healthcare Imaging
Location(s): Portugal; Carnaxide, Portugal


About Us:
GE Healthcare provides transformational medical technologies and services to meet the demand for increased access, enhanced quality and more affordable healthcare around the world. GE works on things that matter - great people and technologies taking on tough challenges. From medical imaging, software & IT, patient monitoring and diagnostics to drug discovery, biopharmaceutical manufacturing technologies and performance improvement solutions, GE Healthcare helps medical professionals deliver great healthcare to their patients.
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Role Summary:
Responsible for providing expert remote (80%) technical support services for products for both customers and GEHC Field Engineers. Provides first response and remote solutions where possible to customers experiencing technical systems difficulties, in addition to supporting customer and FEs remotely.

Essential Responsibilities:


  • Help achieve “live in 5” response time for all calls to the Online Center
  • Contribute knowledge and maintain problem solution database (PSDB)
  • Champion Productivity Programs (VOLC, FEMC Broadband, FRFT, etc.)
  • Act as change agent and field "expert" for these programs
  • Monitor NPI and M3 Product Performance (e.g., data gathering, linking with the Modality Engineering groups to drive product quality and serviceability)
  • Identify Field Process Improvements (e.g., pre PM work - improve on PM cycle time, remote TTR work, field Based Technical training to support use of Remote Diagnostic troubleshooting tools and processes in the field)
  • Identify field quality improvements (e.g., PQR's, PSR's)
  • Support Installation and customer escalations (CSOs) at customer sites

    Qualifications/Requirements:

    • 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
    • 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
    • Ensure timely dispatch closure
    • Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
    • Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
    • Strong engineering experience with the repair and maintenance of systems
    • Demonstrated ability to handle and resolve difficult technical issues and expert level knowledge in applicable systems
    • EU Work Permit

      Desired Characteristics:

      • Strong customer-service skills
      • Highly motivated team-player
      • Prior project or technical leadership experience
      • Demonstrated ability to train and mentor peers
      • Ability to stay calm in pressurized situations and coach people through solving problems
      • Ability to drive improvements in efficiency
      • Knowledge and experience with the healthcare industry
      • Knowledge of GEHC products preferred
      • Excellent computer skills (e.g., proficient in Microsoft Office Suite)
      • Networking ability
      • Green Belt certified

        Locations: Portugal; Carnaxide, Portugal
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