Field Service Representative

GE HEALTHCARE; Vancouver; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company in healthcare technology is seeking a technician responsible for the maintenance and troubleshooting of specialized electronic equipment. This role requires strong analytical, communication, and problem-solving skills, supporting customer satisfaction and service delivery. Candidates with a background in Electrical Engineering and relevant experience will thrive in this position, operating within a supportive team environment.

Qualifications

• 2 years' experience servicing electronic equipment, or 7+ years' related experience.
• Experience interfacing with internal teams and customers.
• Experience with Picture Archiving Communication System (PACS) and HL7 communication.

Responsibilities

• Perform advanced troubleshooting and maintenance of electronic healthcare equipment.
• Manage customer service communications and documentation.
• Coordinate local projects and collaborate with internal teams.

Skills

Analytical skills

Communication skills

Negotiation

Problem-solving

Education

Bachelor’s degree in Electrical Engineering or related field

High School Diploma or equivalent

Job description

Job Description Summary

Provides expertise in sustainable customer success and lifecycle growth after sales through training, professional services, technical support, renewals, results achievement, retention, expansion, and digital-focused customer promotion. Responsible for work quality. Subject to direct supervision of operations, prescribed work instructions, and system verification. Executes tasks within a well-defined operational framework, typically following a detailed sequence of standard operational tasks to achieve the desired final result.

Job Description

Key Responsibilities/Essential Functions include:

1. Advanced troubleshooting, installation, maintenance, and repair of designated equipment at the system level.
2. Completing preventative maintenance and functional management inspections. Managing repair parts cycle times.
3. Maintaining customer service logs and internal service records timely.
4. Communicating daily with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
5. Properly maintaining and calibrating tools and test equipment.
6. Meeting applicable health, safety, environmental, and regulatory requirements.
7. Managing vendor service delivery in compliance with company policies.
8. Providing local project coordination for upgrades and other projects, serving as the local point of contact for both GE and customer teams.
9. Using escalation processes to resolve service issues and conducting root cause analysis for effective problem solving.
10. Participating in sales opportunities such as contract renewals and supporting revenue programs.
11. Collaborating with the local team to deliver efficient and cost-effective service.
12. Training staff on designated equipment as needed.
13. Assisting other engineers with advanced troubleshooting and technical fixes, leading on complex system issues.
14. Taking on additional responsibilities within the local area as needed.

Required Qualifications:

1. Bachelor’s degree in Electrical Engineering, Electrical Engineering Technology, Computer Engineering, or related field, with 2 years' experience servicing electronic equipment, or a High School Diploma (or equivalent) with 7+ years' experience.
2. Experience interfacing with internal teams and customers in solution-based service processes.
3. Experience with Picture Archiving Communication System (PACS).
4. Experience with HL7 communication protocol.
5. Experience troubleshooting and responding to customer concerns.
6. Experience in project coordination.

Preferred Qualifications:

1. Excellent analytical and communication skills, ability to explain complex technical issues simply, negotiate, influence, and drive change. Six Sigma trained/certified.

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Additional Information

Relocation Assistance Provided: No