Job Information
GE Healthcare Field Service Representative in Remote, British Columbia
Job Description Summary
As the Field Service Representative (FSR), you will be responsible for driving customer satisfaction through Service Excellence and meeting the daily service repair needs of Clinical diagnostic imaging equipment ranging from NM, CT, XR and Ultrasound.
Based out of the Vancouver BC area, this role will service hospital and clinic sites within the province of BC and other western provinces.
The role requires frequent travel to remote hospitals / clinics within the region and will require some overnight time away from a home base. A valid current Canadian driver’s license is essential.
The role also requires that the individual selected can travel to and from the USA for training at our healthcare institute.
Off-hours for emergency support and On-Call customer support is required with this role.
Applicants must be legally able to reside and work in Canada at the time of application.
GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.
Job Description
MAJOR RESPONSIBILITIES:
Provide direct technical service on customer’s 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 service calls if required.
Provide technical service (emergency, remedial, and preventative) documenting service calls, and analyzing service history.
Manage repair parts cycle times to business targets.
Maintain customer and internal service records.
Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
Meet Quality Management System (QMS) and Environment Health and Safety requirements.
Maintain tools and test equipment properly, ensuring they are calibrated and meet all QMS requirements.
Utilize escalation processes to resolve customer service delivery issues. Conduct 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 Service Agreements.
Develop an advisory and consultative role with your primary assigned hospitals.
Liaise with local Field Customer Team, Area Service Leader and Health Services Account Manager at technical and business levels to provide efficient service delivery in customer accounts within assigned area.
REQUIRED QUALIFICATIONS:
Technical Diploma or degree in Electrical, Electronics, Biomedical Engineering or related field or equivalent experience and training.
A minimum of two years post graduate field experience.
A proven track record of superior customer service skills and the ability to effectively communicate across multiple levels, both internally and externally.
Minimum of 2 years experience preventative maintenance, installation, troubleshooting, and repairs on our life-changing medical equipment for Nuclear Medicine and/or CT
Demonstrated customer contact/empathy/service experience.
A valid Canadian Driver's License.
Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
Able to travel to and from the US for required trainings.
DESIRED QUALIFICATIONS:
5 years of experience in servicing GE HealthCare and/or other Vendor Diagnostic Imaging equipment.
Technical and troubleshooting skills.
Excellent analytical and communication skills (written and verbal) with the ability to communicate complex technical issues in an easy to understand manner.
Exceptional interpersonal skills and organizational skills.
Demonstrated ability to work with a diverse team across multiple functions.
Strong ability to execute independent judgment in support of a team.
A demonstrated 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
Previous Diagnostic Imaging service experience in multiple modalities.
Understanding of Variable Cost Productivity and initiatives to drive margins.
Demonstrated knowledge of Health and Safety programs and Quality Management Systems pertaining to field service.
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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Additional Information
Relocation Assistance Provided: No