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Job Description Summary

The Philips MR Technical Support Engineer (TSE) drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Engineers (FE’s), Client Service Technicians (CST’s), and Customers experiencing system performance issues.

This position is the technical resource for all service-related escalations regarding the Philips MR product family and should include but is not limited to: Intera, Achieva, Panorama, Ingenia as well as associated Workstations. Philips CT knowledge and expertise is not required, but is a plus: Brilliance, Ingenuity, Big Bore, Spectral product families.

This is a remote role where you will work out of your home office. The successful candidate will need to reside in the United States with the ability to work from home in a dedicated office space, free from distraction with a high-speed internet connection.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. 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

Responsibilities

• Provide remote and on-site technical support for Philips MR products Intera, Achieva, Panorama, Ingenia product families plus Workstations.

• Use successful, effective field experience and knowledge to provide technical support to FE’s, CST’s, and customers that may include both remote and onsite support.

• Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status.

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

• Utilize “Gameplan” tool to drive Service effectiveness. Contribute knowledge to the Problem Solution Database (PSDB).

• Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required.

• Support Material and Purchased Service cost improvement initiatives for the modality.

• Within project engagement, act as a change agent/ field "advisor" 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.

• Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth. This may include leveraging remote service capabilities to improve remote troubleshooting and remote fix rates.

• Work with Modality / Service Engineering, Product Engineering and field support specialists to drive product quality, serviceability, and resolve formal customer escalations.

• Coach and train FE's to ensure that technical and customer skills are up to date and meet the needs of the business. Serves as subject matter expert (SME) for FE modality training through the Service Quality Standard (SQS) training curriculum.

• Identify field process improvements such as pre-PM work, PM cycle time, remote TTR work, field-based technical training to support use of remote diagnostic troubleshooting tools and processes in the field.

• Identify field quality improvements to include hazardous/ non-hazardous complaints via Trackwise.

• Travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).

• Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience. Knowledge and experience using Siebel Customer Relationship Management (CRM) software and other remote tools as required.

Quality Specific Responsibilities

• Aware of and comply with the GE Healthcare (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 service activity and record closure.

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

Required Qualifications

• High School Diploma/GED AND 8+ years of experience servicing mechanical and/or electrical equipment, OR Associate’s or Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND 5 years of experience servicing mechanical and/or electrical equipment OR Equivalent military education to Associates or Bachelor’s degrees AND 5 years of experience servicing mechanical and/or electrical equipment.

• Must have consistently performed as an FE II and/or an FE III, or the equivalent external to GEHC with a minimum of 5 years of diagnostic imaging experience with regards to the repair and maintenance of Philips MR systems.

• Ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems.

• Must have and maintain a valid Driver’s License.

• Ability to travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).

• Willingness to work rotating late shift coverage, scheduled On-Call, including weekends, for critical issues and coverage, as necessary.

• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Desired Qualifications

• 2 or 4 year degree in an Engineering discipline.

• Experience interfacing with both internal team members and external customers as part of a solution-based service process.

• Ability to stay calm in pressurized situations and coach people through solving problems.

• Exceptional teamwork, verbal, and written communication skills.

• Ability to extract applicable information during a troubleshooting process and use that information to help resolve issues remotely.

• Demonstrated successful history of technical problem solving and resolution supporting Philips MR equipment, including proven experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.

• Healthcare Imaging understanding to include: image quality/ HHS standards, post processing for DICOM, PACS and/or advanced computer networking.

• Experience with Philips applications, Web applications, and the Microsoft suite of products.

• Strong customer service skills.

• Highly motivated team player.

• Prior project or technical leadership experience.

• Training skills.

• Networking certification, or related networking experience.

• Basic financial analysis abilities.

• Lean / Six Sigma Certified.

• Ability to work from home in a dedicated office space, free from distraction with a high-speed internet connection

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.

#LI-CLM

#LI-Remote

For U.S. based positions only, the pay range for this position is $89,760.00-$134,640.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf) . 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.

GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

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.

Relocation Assistance Provided: No

Application Deadline: December 25, 2024