Customer Service & Dealer Operations Engineer

GE HealthCare; United States; Remote; USD 85,000 - 110,000; Full time

Job summary

GE Healthcare is seeking a Customer Service Engineer to lead a complex customer service area, coordinating with channel partner field engineers and biomedical technicians. The role focuses on building loyalty, achieving goals in installation, maintenance, and repair of GEHC products, and growing the service contract base.

The candidate will drive customer relationships, manage operational processes, and promote a safe, compliant work environment while aligning with GE Beliefs and global quality

Qualifications

• Bachelor’s degree and 4+ years in technical support or field service.
• Proven experience in managing customer relationships.
• Ability to manage multiple priorities and objectives.
• Exceptional interpersonal skills.
• Aware of GEHC Quality Manual, QMS, and applicable laws as they apply to this role.
• Complete all planned Quality and Compliance training within defined deadlines.
• Identify and report customer quality or compliance concerns.
• Identify and report personal quality or compliance concerns.
• Ensure completion of Field Modifications Instructions (FMI’s) within prescribed timeframe.
• Participate in continuous improvement by identifying and escalating quality gaps.

Responsibilities

• Drive business results and manage customer relationships within area of responsibility.
• Own operational processes (PM completion, TTR, Response time, Open Calls).
• Lead and cultivate a culture of GE Beliefs and integrity.
• Develop strong customer relationships and serve as the interface between customer and GE Healthcare organizations.
• Proactively identify customer needs and develop customer-specific solutions.
• Lead service delivery that surpasses customer expectations.
• Leverage internal relationships to enhance business performance and customer experiences.
• Promote a safe working environment and ensure compliance with EHS policies.
• Drive change initiatives to improve efficiencies and meet business commitments.

Skills

Customer relationships

Leadership

Communication skills

Project management

Education

Bachelor's degree

Job description

Job Description Summary

A Customer Service Engineer will be managing a complex customer service area through leadership and development of team (Channel Partner field engineers, biomedical technicians etc.). Creates an environment to achieve ultimate customer loyalty. Provides leadership in setting and achieving assigned goals in installation, maintenance, and repair of GEHC products, and the growth of the service contract base.

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

Roles & Responsibilities

• Drive business results and manages customer relationships within area of responsibility.
• Own operational processes (PM completion, TTR, Response time, Open Calls etc.).
• Leads and cultivates a culture of GE Beliefs and integrity.
• Develop strong customer relationships and serve as the interface between customer and all GE Healthcare organizations creating “one GEHC” for the customer.
• Proactively identify customer needs and develop and implement customer specific solutions.
• Lead service delivery that continuously surpasses customer expectations.
• Leverage internal relationships to enhance business performance and customer experiences.
• Promote a safe working environment and ensure compliance with applicable EHS policies and procedures.
• Drive change initiatives as required to improve efficiencies and execute on business commitments.

Basic Qualifications

• Bachelor’s degree from an accredited university and a minimum of 4 years of experience in technical support or field service
• Proven experience in managing customer relationships
• Ability to develop and execute multiple priorities and approaches to meet objectives.
• Exceptional interpersonal skills.
• 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 and 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 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

Desired Characteristics

• Previous field service experience on medical devices like Ventilators, Anesthesia machines, Patient Monitors, Maternal and Infant Care Products, ECG, Ultrasound, CT Machines etc.
• Proven leadership and ability to orchestrate resources and motivate teams.
• Direct customer relationship experience, proven ability to influence and drive change through exceptional written and verbal communication skills and able to effectively communicate across a distributed workforce.
• Understanding of customer/marketplace and drivers that influence customer behavior.
• Ability to resolve complex issues within functional area and area of expertise.
• Ability to develop and execute multiple priorities and approaches to meet objective

Inclusion and Diversity

GE Healthcare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

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.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

Additional Information

Relocation Assistance Provided: Yes