Field Service

7 months ago

Mississauga, Canada GE HEALTHCARE Full time

**Job Description Summary**: In this role, the Field Service Representative (FSR) - Part Time (20 hours/week) will be responsible for driving customer satisfaction through Service Excellence and meeting the daily service repair needs of the area for a period of twelve calendar weeks. (Three Months).

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

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.

**Roles and 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.
- 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.
- 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.
- A minimum of TEN years post graduate field experience.
- 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 driver's license

**Desired Characteristics**
- More than 20 years of GE Service experience in imaging.
- Experience servicing GE Healthcare RXAY, Ultrasound, CT and MRi products.
- 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.

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

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