Regional Service Expert : MRI

GE HealthCare; Nova Scotia; On-site; CAD 70,000 - 90,000; Full time

Job summary

GE HealthCare seeks a Service Specialist in Nova Scotia to provide technical advisory support for Magnetic Resonance Imaging modalities. This mid-senior level position demands deep technical acumen and the ability to resolve complex issues while supporting field representatives. Candidates should have a solid engineering background with effective communication and adaptability skills.

Qualifications

• Minimum 5 years of Service engineering experience.
• Exceptional customer-facing communication skills.
• Legal authorization to work in Canada; licenced driver.

Responsibilities

• Key linkage between Canadian technical performance and USCAN Technical Support.
• Oversee responses to system-generated alerts.
• Support field-based technical training.

Skills

Technical Acumen

Communication Skills

Multi-tasking

Problem Solving

Adaptability

Education

2-4 year Degree or Diploma in Electronics/Engineering/Physics/Electrical/BioMedical/Computer Science

Tools

Excel

PowerPoint

Job description

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Job Description Summary

Enable Precision Care by providing USCAN Region-based technical advisory support for the Functional Imaging, modalities to GE HealthCare Field Representatives.

Job Description Summary

Enable Precision Care by providing USCAN Region-based technical advisory support for the Functional Imaging, modalities to GE HealthCare Field Representatives.

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.

Job Description

Job Description Summary

Enable Precision Care by providing USCAN Region-based technical advisory support for the Magnetic Resonance Imaging Modality to GE HealthCare Field Representatives in Canada.

Responsibilities

• Key linkage between Canadian technical performance and USCAN Technical Support.
• Oversee systemic process of field response to proactive, system-generated alerts.
• Provide feedback on remote technical support to customers.
• Utilize remote tools such as RSvP, SynerGE, “Gameplan”, CRU process to drive service effectiveness, and document all work in support of the Field and Customers
• Support Field Service Reps utilizing innovative technology solutions to drive productivity and quality.
• Be part of an integrated “One Service” response team within the field to include regular on-site, face-to face engagement with team to support installations and customer escalations (CSOs) as appropriate.
• Contribute knowledge and maintain the current KMS (Knowledge Management System).
• Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required, including focus on material spend efficiency.
• Act as change agent / field "expert" for these programs and monitor New Product Introduction product performance.
• Gather data and share information with Product Operations and Modality Engineering groups to drive product ease of installation, reliability, and serviceability.
• Identify field process improvements that drive first call resolution excellence.
• Support field-based technical training and instructor lead training at HCI or locally within country as needed and drive use of remote diagnostic troubleshooting tools to qualified field personnel; fulfill role as Adjunct / Coach / Expert within country.
• Engaged with Service of Tomorrow strategy deployment.

Quality Specific Goals

• 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.
• Assist with timely dispatch closure for proactive alerts.
• Support completion of remote field modifications instructions (FMIs) within prescribed timeframe.
• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps.

Required Qualifications

• Minimum 5 years of Service engineering experience with the repair and maintenance of GEHC systems for the specific modality.
• Minimum of 2 years' experience within GE Healthcare service team.
• Must be able to meet the physical demands of the job as it pertains to onsite repair, installations, and escalations on an as-needed basis.
• Deep technical acumen in one or more healthcare modalities.
• Demonstrated ability to handle / resolve complex technical issues and apply expert-level knowledge to applicable systems.
• Excellent multi-tasking skills to manage complex remote trouble shooting process.
• Exceptional customer-facing communication skills
• Ability to stay calm under pressure.
• Ability to travel up to 20% or more as required to customer sites and training sessions if required.
• Flexible to work other shifts to coverage vacations, holidays, and emergency situations including on-site support.
• Legal authorization to live and work in the Canada is required at the time of application for the role, and be a fully licenced driver in the province they reside in.
• Computer skills supporting Service performance analytics; proficiency in excel, email, PowerPoint
• Capability to identify and drive improvements in efficiency.

Preferred Qualifications

• 2-4-year Degree or Diploma in Electronics / Engineering / Physics / Electrical / BioMedical / Computer Science or other related disciplines.
• Knowledge / experience with GE HealthCare products specific to the Magnetic Resonance Imaging modality including Cryogens, Magnet Service and Remote Tools.
• Strong customer-centric mindset.
• Early adopter of computer-based technology.
• Highly motivated, team collaborator.
• Ability to adapt well to change and be a positive influence on others.
• Skill to anticipate potential problems and proactively implement solutions.
• Basic to advanced understanding of networking and IT tools.
• Mechanical aptitude and ability to assist with all modality field support activities / installs etc.

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.

Additional Information

Relocation Assistance Provided : No

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Other

Hospitals and Health Care

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