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Field Service Representative - New Brunswick, Canada

  • GE Healthcare
  • Experienced
  • Posted 5/25/2017 6:17:00 PM
  • 2930532
  • Job Function: Services
  • Business Segment: Healthcare Imaging
Location(s): Canada; New Brunswick

About Us:
Recognized by Fortune magazine as “The World’s Most Admired Company”, GE offers unprecedented career opportunities and exposure to work with leading technology. The benefits are endless and include leading compensation and incentive plan, comprehensive company paid benefits, company car, stock savings plan, opportunity to excel in a corporate environment and full company paid training.

Role Summary:
Responsible for driving customer satisfaction through Service Excellence and meeting the daily service repair needs of Diagnostic CT, Ultrasound, and X-ray equipment. Based in the Fredericton, New Brunswick area this role will service hospital and clinic sites in Atlantic Canada but primarily New Brunswick.

Essential Responsibilities:
  • 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 in Electronics Engineering or equivalent experience or training
  • Candidate should have a 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
  • Boundary-less behavior 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
  • Must have a valid driver's license

    Desired Characteristics:
  • Experience servicing GE Healthcare equipment or Multi-vendor experience
  • X-Ray and/or Ultrasound and/or CT and /or MRI service experience would be a definite asset

    Locations: Canada; New Brunswick
  • Apply Now    

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