Job Description Summary

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

As the Field Service Representative (FSR), you will be responsible for driving customer satisfaction through service excellence and addressing the daily service repair needs of at least one modality, with potential proficiency in multiple modalities. The FSR acts as the primary GEHC Services representative to the customer, resolving advanced service repair needs of designated equipment and enhancing customer satisfaction through Service Excellence.

Based in Calgary AB, this role will service hospital and medical clinic sites throughout Alberta.

Job Description

Key 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, Area Service Leader, Market Service Director, and Account Manager at technical and business levels to provide efficient service delivery in customer accounts within assigned area

Required 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 behavior 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.

• Candidate must be able to lift, carry, push, and pull up to 35 lbs. unassisted and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl

Desired Qualifications:

• Experience servicing GE Healthcare and Canon/Siemens CT, XR, MR, PET, NM and UL equipment, along with GEHC and OEM-provided modality training.

• Previous experience in servicing diagnostic imaging equipment, including CT, XR, MR, PET, NM and UL

• Proven ability to manage difficult customer situations.

• Demonstrated excellence in customer communication.

 

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