Job Description Summary

Provides technical support and counsel to field technicians and customers experiencing system performance issues. Acts as the technical resource for all service-related questions about the product or product family.

This is a remote role that requires the candidate to work onsite at customer locations. To provide onsite customer support, the candidate must reside in the Houston or Dallas, TX area.

Job Description

Roles and Responsibilities:

• Provide remote and on-site technical support.

• Utilize the GEHC escalation process as needed, work closely with local customer and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner.

• Drive Material and Purchased Service cost improvement initiatives for the modality, and work closely with Director of Service and Zone Operations Manager to help achieve Material OP.

• Coach and train for FSE's to ensure that technical and customer skills are up to date and meet the needs of the business.

• Project leadership in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution, and new product introduction support.

• Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.

• Complete all planned Quality & Compliance training within the defined deadlines.

• Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.

• Identify and report any personal quality or compliance concerns immediately to the Quality Organization.

• Ensure timely dispatch closure.

• Ensure completion of all field modifications instructions (FMI?s) within prescribed timeframe.

• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

• Accessible "after hours" and weekends for critical issues and coverage as necessary.

Required qualifications:

• Bachelor's degree or Associate's degree and or 4 years of technical service experience or equivalent (defined as High School Diploma/GED and 6 years progressive experience in technical support.

Desired Characteristics:

• Bachelor's degree in Electrical Engineering or Electrical Technology. Minimum of 3 years of troubleshooting GE diagnostic imaging equipment.

• Previous problem solving experience.

• Project Leadership experience.

• Knowledge of modality applications.

• Strong communication and team work skills

• Proven ability to lead teams.

• Strong prioritization and organizational skills.

• Self-starter.

• Prior experience working with Word, Excel and PowerPoint.

• Basic financial analysis abilities.

• Coaching skills.

• Healthcare field service experience

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We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Additional Information

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.