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Field Service Representative

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GE Healthcare

14d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Engineering

AI generated summary

  • You need a technical diploma/degree, 2+ years field experience, strong customer service and communication skills, troubleshooting ability, valid driver’s license, and experience with GE Ultrasound/Xray systems.
  • You will provide technical service and support for medical equipment, manage service records, ensure customer satisfaction, and collaborate with hospital resources to optimize service delivery.

Requirements

  • - Technical Diploma or degree in Electronics, Biomedical Engineering or related field or equivalent experience and training, with a minimum of two years post graduate field experience.
  • - 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.
  • - 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 Canadian driver's license.
  • - 2 years of experience in servicing GE Healthcare and/or other Vendor Ultrasound and Xray Systems.
  • - Previous Diagnostic Imaging service experience in multiple modalities.
  • - Demonstrated knowledge of Health and Safety programs and Quality Management Systems pertaining to field service.
  • - Understanding of Variable Cost Productivity and initiatives to drive margins.

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, Technical Account Manager, and Account Manager at technical and business levels to provide efficient service delivery in customer accounts within assigned area.

FAQs

What are the primary responsibilities of a Field Service Representative?

The primary responsibilities include providing direct technical service on installed equipment (such as Ultrasound and X-ray systems), managing service calls, maintaining customer communication for satisfaction, and participating in sales opportunities, among others.

Is travel required for this position?

Yes, this role requires frequent travel to hospitals and clinics within the Ontario region, as well as occasional overnight stays and travel to the USA for training.

What qualifications are required to apply for the Field Service Representative role?

A technical diploma or degree in Electronics, Biomedical Engineering, or a related field is required, along with a minimum of two years of post-graduate field experience in a similar capacity.

Is COVID-19 vaccination required for this position?

Yes, it is a condition of hire that all new employees or contract workers must be fully vaccinated against COVID-19 and provide proof of vaccination.

What type of work environment can a Field Service Representative expect?

The work environment involves interacting with hospital staff and integrating into the hospital culture while ensuring effective service delivery for equipment under service agreements.

What kind of benefits does GE offer for this position?

GE offers competitive compensation, an incentive plan, comprehensive company-paid benefits, a company vehicle, and full company-paid training.

Is experience with GE Healthcare products preferred?

Yes, while not mandatory, having 2 years of experience servicing GE Healthcare and/or other Vendor Ultrasound and X-ray systems is desired.

What skills are emphasized for success in this role?

Exceptional customer service skills, technical and troubleshooting abilities, excellent communication skills, and the capacity to work independently and as part of a diverse team are emphasized for success.

What type of driving license is required for this role?

A valid Canadian driver's license is required for the Field Service Representative position.

Does the position allow for non-standard working hours?

Yes, the role may require providing technical support outside of normal business hours, including being available for service calls as needed.

GE Healthcare

Science & Healthcare
Industry
10,001+
Employees
1892
Founded Year

Mission & Purpose

Every day millions of people feel the impact of our intelligent devices, advanced analytics and artificial intelligence. As a leading global medical technology and digital solutions innovator, GE HealthCare enables clinicians to make faster, more informed decisions through intelligent devices, data analytics, applications and services, supported by its Edison intelligence platform. With over 100 years of healthcare industry experience and around 50,000 employees globally, the company operates at the center of an ecosystem working toward precision health, digitizing healthcare, helping drive productivity and improve outcomes for patients, providers, health systems and researchers around the world. We embrace a culture of respect, transparency, integrity and diversity and we work to create a world where healthcare has no limits.