Job Description Summary
The Remote Support Engineer – Ultrasound, is working at EAGM Zone level, closely with regional services and modality level 2 teams for related modalities. will provide to remote solution to improve time to repair for the customer and counsel to field technicians and customers experiencing system performance issues. It is the technical resource for all service-related questions about the product or product family.
Job Description
Roles and Responsibilities
• Providing remote and on-site technical support to FSE's and Customers across EAGM zone.
• Utilization of the GEHC escalation process as needed, working closely with Local Customer Team (LCT) and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner.
• Driving Material and Purchased Service cost improvement initiatives for the modality, and working closely with Director of Service and Zone Operations manager to help achieve Material OP.
• Coaching and training for FSE's to insure that technical and customer skills are up to date and meet the needs of the business.
• Insure completion of all field modifications instructions (FMI’s) within prescribed timeframe
• Drive CSO closure and escalations in direct and indirect operations
• Own & drive product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support & SD readiness.
• Own & drive product serviceability and reliability, quality trend analysis, productivity 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.
• Insure timely dispatch closure.
• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
Required Qualifications
Bachelors of Biomedical or science degree or equivalent
Minimum 10 years or up of GE Ultrasound modality field service experience and team leader experience.
Knowledge of relevant clinical applications.
Out of Box thinker, problem solving experience-eligiable to analyze the issue on different perspectives, able to convince people for the action.
Flexible to travel across EAGM for different support and training needs
Willingness to help & support people's.
willingness to self-cultivation.
Desired Characteristics
Bachelor's degree in Biomedical,Electrical Engineering or Electrical Technology
Strong communication and team work skills; proven ability to lead and influence teams
Strong prioritization and organizational skills
Prior experience working with Word, Excel and PowerPoint
Innovative thinker
Additional Information
Relocation Assistance Provided: No