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Field Service Engineer 3

  • GE Healthcare
  • Experienced
  • Posted 10/27/2017 11:43:28 AM
  • 2973964
  • Job Function: Services
  • Business Segment: Healthcare Imaging
Location(s): United States; Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; San Francisco


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.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Role Summary:
The Field Service Engineer is a technical expert on at least one modality (MRI) and/or proficient multiple modalities. Acts as the primary GEHC Services Imaging face to the customer. Responsible resolving advanced service repair needs of designated Imaging equipment, and drives customer satisfaction through Service Excellence.

This position is at a large academic in the San Francisco bay area.

Essential Responsibilities:
  • Perform advanced troubleshooting and repair on assigned equipment. Lead, instruct, and assist less experienced Field Engineers and provide coaching and feedback to team members.
  • Support MR related research projects, including software development, in an academic setting. Engineer must collaborate with a cross-functional team of stakeholders to ensure the success of projects.
  • Lead communications with customers and serve as escalation point for customer-related concerns including installs.
  • Own customer issues from dispatch or identification of issue to resolution. If a Remote Technical Engineer (RTE) or Zone Support Engineer (ZSE) is called in, proactively engage with other team members to ensure they are aware of status of all issues at all times for their designated customers.
  • Lead and communicate HQ and Zone-level initiatives. Co-lead monthly team or modality meetings.
  • Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.
  • Keep 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.
  • Utilize the GEHC escalation process, as needed, and work closely with region and national support to define and implement corrective action plans to resolve customer issues in a timely manner.
  • Effectively communicate and partner with teammates and colleagues.
  • Embody the belief that Customers determine our success by focusing on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately become a perceived partner in their business.
  • Keep up to date with competitor information and market trends.

    Qualifications/Requirements:
  • Associate’s or Bachelor’s degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and 4+ years of experience servicing electrical equipment; OR equivalent military education and 4+ years of experience servicing electrical equipment; OR High School Diploma/GED and 8+ years of experience servicing electrical equipment.
  • Candidate must have at least 5+ years of recent GE Healthcare MRI repair experience - including working on our newest technology.
  • Experience interfacing with both internal team members and external customers as part of a solution based service process.
  • Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
  • Experience troubleshooting and responding to customer concerns.
  • Experience with Web applications as well as Microsoft suite of products.
  • The successful applicant must comply with GEHC’s standard background check, including a post-offer drug test. In addition, during employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, and additional drug tests or background checks (including a federal government background check if assigned to support a contract with the federal government).
  • Special Physical Requirements: 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.
  • Must have and maintain a valid Driver’s License.
  • Willingness to be available "after hours", or work a rotating On-Call schedule, including weekends, for critical issues and coverage, as necessary

    Quality-Specific Goals:
  • 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 time-frame (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.

    Desired Characteristics:
  • Strong analytical skills.
  • Experience supporting MR related research projects, including software development, in an academic setting. Engineer must collaborate with a cross-functional team of stakeholders to ensure the success of projects.
  • Outstanding customer service skills.
  • Ability to support the debugging and testing of new products.
  • Strong coaching and mentoring skills.
  • Strong time management and organization skills and ability to juggle multiple responsibilities.
  • Self-motivated.
  • Strong networking and interpersonal skills.
  • Training and experience in multiple modalities.
  • Exhibit the mentality that customers determine our success.
  • Operate with efficiency and sense of urgency.
  • Willingness to learn and adapt to changing environments.
  • Empower and inspire others.
  • Ability to deliver results in an uncertain environment.
  • Full trained on all GE MR products, including the Pet/MR.

    Locations: United States; Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; San Francisco

    GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

     GE will only employ those who are legally authorized to work in the United States for this opening.  Any offer of employment is conditional upon the successful completion​ of a background investigation and drug screen.

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