Think Beyond The Label Jobs

Job Description Summary

You will look after medical equipment that keeps hospitals operational and helps the treatment of patients. You’ll get world class manufacturer’s training, backed up with hands on experience, and become part of a great technical team.

As a hybrid DSL/RSL will be responsible for troubleshooting and resolution of service issues, serving internal and external customers via phone and remote networking tools and on site support.

This role will require a mixture of mechanical, electrical, electronic and IT skillset’s with a willingness to expand knowledge through a combination of official product training at one of our GE training centres, coupled with day-to-day on the job training with current experienced engineers.

Candidates with advanced IT knowledge and experience will be viewed favourably and may undertake a qualification in Electronics as part of their training.

You will provide immediate and high-quality service and technical support to customers experiencing a fault with their GE Healthcare (GEHC) product. A key part of this role is the ability to technically triage the issue and provide where possible a remote fix using a range of tools and leveraging the wider network. In cases where a remote resolution cannot be achieved, your role is to ensure that the Field Service Team is adequately equipped with a technical ‘game plan’ which assists them to achieve a First Time Fix when attending site.

As a remote position you will be required to have a suitable home office space available whilst being willing to travel to customer sites when required, particularly during your training.

Job Description

Responsibilities

• Support and Deliver Technical Field Engineer and Customer training within the scope of modality skillset including IT essentials training.

• Mentor and upskill team members and Field Engineers in new efficiency tools and productivity processes

• Drive Material and Service cost improvement initiatives for the Technical Support Engineering Team, and work closely with Lifecycle Leader and Zone managers

• Provide remote support to internal and external customers using applicable technology and remote tools

• Provide on-site technical support to internal and external customers where required, supporting complex troubleshooting and Installation support

• Utilise all tools available to help drive Remote Fix Rate (RFR) and First Time Onsite Fix (FCR)

• Support the Customer Service Opportunity (CSO) process utilising and developing strong global networks to achieve quality outcomes for Northern Europe (NE) customers

• Project support related to installation of digital virtual products, advising internal and external stakeholders to ensure excellent outcomes.

• Provide feedback to Service Engineering to address ongoing quality issues and be up to date on technical aspects in relation to remote service

• Maintain up-to-date knowledge of modality products, service expertise, and tools.

• Support NPI & End of Life (EOL) programs in partnership with modality and commercial teams

Qualifications

• Candidates with advanced IT skills and experience coordinating change with 3rd parties will be viewed favorably.

• Demonstrated experience supporting high value/critical equipment or systems

• Demonstrated Excellence in Customer Management Skills

• Demonstrated ability to learn new technologies quickly and a willingness and commitment to continuous learning/improvement and extension of skills across required modalities.

• Ability to travel for training, Installations or Field Services

• Ability to stay calm in high pressure situations and coach people through solving problems

• Exceptional teamwork, verbal and written communication skills.

Desired Skills

• Degree qualified in IT, Electronics or a related engineering field

• Significant work experience supporting high value equipment / critical infrastructure

Inclusion and Diversity

GE HealthCare is an Equal Opportunity Employer where inclusion matters. 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.

Behaviors

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.

Total Rewards

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.

#LI-MG1

#LI-REMOTE

Additional Information

Relocation Assistance Provided: No