Field Service Representative

3 months ago

Mississauga, Canada GE HEALTHCARE Full time

**Job Description Summary**: In this role, the Field Service Representative (FSR) - Part Time will be responsible for driving customer satisfaction through Service Excellence and meeting the daily service repair needs of PCS (Patient Care Solutions) products.

Based out of (but not restricted to) the Greater Toronto Area, Ontario, this role will service hospital and clinic sites within the Ontario region, plus supporting hospitals / clinics outside that area if required.

The role requires frequent travel to hospitals / clinics within the region and may at times require some overnight stays away from a home base.

The role also requires that the individual selected can travel to and from the USA for training at our Global Services University.

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.

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, Technical Account Manager, and 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 Electronics, Biomedical Engineering or related field or equivalent experience and training, with a minimum of two years post graduate field experience.
- 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
- Experience servicing GE Healthcare PCS (Patient Care Solutions) products.

DESIRED QUALIFICATIONS:

- 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.
- Demonstrated ability to work independently of direct supervision.
- 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.

LI-Onsite

LI-TM2

**Additional Information**:
**Relocation Assistance Provided**:No

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