Job Description Summary

n this role, the Field Service Representative (FSR) will be responsible for driving customer satisfaction through Service Excellence and meeting the daily service repair needs of Diagnostic Imaging and Clinical equipment ranging from Anesthesia and Monitoring to XRAY, CT etc.

Job Description

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

The business focuses in the following disease areas: Cardiology, Oncology, and Neurology. Diagnostic imaging technology has significantly impacted the need for exploratory surgery and is enables physicians to visualize plaque that may be an early indicator of heart disease, diagnose cancer earlier, and find subtle vascular changes that may be predictive of stroke.

Diagnostic Imaging continues to help clinicians around the world re-imagine new ways to predict, diagnose, inform, treat, and monitor disease, so people can live their lives to the fullest.

Consider joining the team where Healthcare has no limits and helps improve lives - everyday.

Based out of the greater Sudbury Area, Ontario, this role will service hospital and clinic sites within the Northern Ontario region, plus supporting hospitals / clinics outside that area if required.

The role requires frequent travel to remote hospitals / clinics within the region and will require some overnight time away from a home base. A valid current Canadian driver’s license is essential.

The role also requires that the individual selected can travel to and from the USA for training at our healthcare institute.

Off-hours for emergency support and On-Call customer support is required with this role.

Applicants must be legally able to reside and work in Canada at the time of application.

It is a condition of hire that any new employee or contract worker providing products or services to a GE Healthcare customer facility is fully vaccinated and can 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.

MAJOR RESPONSIBILITIES:

• Provide on-site service on customers installed base equipment, including preventative and remedial service, installation, calibration to factory and customer specifications.
• Completion of all required documentation to meet customer, business, and audit requirements.
• Provide technical support outside of normal business hours and be available for call if required.
• Manage repair parts cycle times to business targets
• Maintain daily 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 the aid effective problem solving.
• Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue growth 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.
• Provide full and timely communication with customer, field, and account management teams to ensure efficient service delivery.

QUALIFICATIONS:

• Technical Diploma or Degree in Electronics or Biomedical Engineering or equivalent experience or training.
• Minimum of two years post graduate experience in field 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 and the ability to communicate complex technical issues in an easy-to-understand manner.
• Demonstrated technical and troubleshooting skills
• Exceptional interpersonal skills and organizational skills
• Boundaryless behaviour able to work with a diverse team across multiple functions
• Strong ability to execute independent judgment in support of a team.
• Ability to work independently of direct supervision
• Experience responding effectively to customer concerns
• Must have a valid Canadian driver's license.

DESIRED:

• Experience servicing GE Healthcare equipment or multi-vendor experience.
• Previous Diagnostic Imaging service experience in multiple modalities.
• Previous experience in Life Support Systems and or Biomedical Equipment service.
• Networking skills and qualifications eg CCNA.

Additional Information