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: Online Engineer is responsible for providing remote technical support services for all equipment models specific to a modality for both customers and GE Field Engineers. The role is to proactively monitor and fix technical systems difficulties and develop strong working relationship with customers and Field Engineers. In addition, Online Engineer acts as a change agent and champion driving improvements in Service Delivery. Modality experience required: X-ray and Vascular
Essential Responsibilities: Technical support for customers across ASEAN , FE technical support and troubleshooting, Onsite support for escalations, contributing knowledge and maintaining problem solution database (PSDB), championing Productivity Programs (Siebel, FEMC, Broadband, FRFT, etc.), acting as change agent and field "expert" for these programs, monitoring NPI and M3 Product Performance. This includes data gathering and linking with the Modality Engineering groups to drive product quality and serviceability, identifying Field Process Improvements, for example, 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 to include; PQR's and PSR's, support Installation and customer escalations (CSOs) at customer sites, LEAN Six Sigma Engagement and project completion, strong customer advocate focused on issue resolution by facilitating a strong interface/relationship between the OLC, Modality Engineering, Field Service and Applications.
Qualifications/Requirements: • Bachelor’s Degree or Associate Degree and a minimum of 5 years Field Service/Modality Support experience or High School Diploma and a minimum of 10 years Field Service/Modality Support experience. • Must have in-depth knowledge and field experience of medical equipment: X-ray including Vascular systems • Able to trouble shoot all X-ray & Vascular systems • Familiar with all the remote connection tools • Demonstrated problem solving capability in tense situations. • Strong customer service and handling skills. • Effective verbal/phone communication skills when under pressure • Excellent communications, listening and interpersonal skills • Highly motivated team player. • Proficiency in English and local language • Initiative and motivation • Influencing skills to lead customer and Field Engineer behavior change
Desired Characteristics: • Green Belt certification or Lean trained. • Demonstrated ability to improve process efficiency. • Mentoring experience • Experience in implementing change in process/behavior in the organization
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