Job Description Summary

GE HealthCare provides transformational medical technologies and solutions that are shaping a new age of patient care.

In this role, the Field Service Representative (FSR) will be responsible for driving customer satisfaction through service excellence and meeting the daily service repair needs of Diagnostic Imaging, Ultrasound, XRAY and Nuclear Medicine.

Based out of Southwest Ontario; This role will service Hospital and Medical Clinic sites within, but not limited to, the area between Windsor-Essex and Thames Valley (greater London)

The role warrants frequent travel and may require occasional overnight time away from a home. Flexibility to be away for multiple overnight stays is essential.

Important:

Applicants must hold a Full Ontario or other Canadian Provincial driver’s license at the time of application.

The role also requires that the individual selected can travel to and from the USA for training at our healthcare institute at the time of applying for this role.

It is a condition of hire that any new employee or contract worker that will provide products or services to a GE Healthcare customer facility are fully vaccinated and provide proof of COVID-19 vaccination. All offers of employment are conditional upon the satisfaction of this requirement. “Fully vaccinated” means that any such person must have received two doses of a COVID-19 vaccination approved by Health Canada. The second dose of vaccine must have been administered at least 14 clear days before commencing employment.

Job Description

MAJOR RESPONSIBILITIES:

Provide direct technical service on customers equipment install base; including preventative maintenance, remedial service, field modification instruction, installation and calibration to factory and customer specification.

Completion of all required documentation to meet government, business and audit requirements.

Provide technical support outside of normal business hours and be available for on call as required.

Manage repair parts cycle times to business targets.

Maintain customer service logs and internal service records.

Maintain daily and timely 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

QUALIFICATIONS:

Technical Diploma / Degree in Electronics or Biomedical Engineering or equivalent experience or training.

Minimum of two years’ experience in Diagnostic Imaging Equipment Service.

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

Boundaryless behaviour and 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 Canadian driver's license

Mechanical Aptitude and expertise with hand tools etc.

DESIRED:

Experience servicing GE Healthcare equipment as well as GE Provided modality training.

Previous experience servicing Diagnostic Imaging service experience in Nuclear Medicine, Ultrasound & XRAY.

Demonstrated ability to manage difficult customer situations.

Demonstrated excellence with customer communication.

Additional Information

Relocation Assistance Provided: No