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GE HealthCare Multi-Vendor X-Ray Technical Support Engineer 
Mexico, Mexico City 
729582966

15.08.2024
This position is the technical resource for all service-related escalations regarding X-ray modality product families and should include some or all of the following X-ray product background experience: Quantum, Del Medical, Shimadzu, CPI, Carestream, Agfa, Konica Minolta, Canon/Toshiba, and Fuji.Job Description
  • Provide remote and on-site technical support for Quantum, Del Medical, Shimadzu, CPI, Carestream, Agfa, Konica Minolta, Canon/Toshiba, and Fuji X-ray products.

  • 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.

  • 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 leveragingremote service capabilities to improve remote troubleshooting and remote fix rates.

  • 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 as adjunct instructor 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 of legacy X-ray modality products.Knowledge and experience using Siebel Customer Relationship Management (CRM) software and other remote tools as required.


Qualifications
  • Minimum 5 years of diagnostic imaging ultrasound experience as an FE II and/or FE III, or the equivalent external to GE with regards to the repair and maintenance ofQuantum, Del Medical, Shimadzu, CPI, Carestream, Agfa, Konica Minolta, Canon/Toshiba, and Fujisystems; demonstrated ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems AND…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, or an FE III, or the equivalent external to GEHC for a period of 5 years before consideration

  • 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 Quantum, Del Medical, Shimadzu, CPI, Carestream, Agfa, Konica Minolta, Canon/Toshiba, and Fuji X-ray equipment, including proven experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.

  • Healthcare Imaging understanding to include: image quality/ HHS an other regulatory standards, post processing for X-ray equipment, including DICOM, PACS and/or Advanced computer networking.

  • Experience with Quantum, Del Medical, Shimadzu, CPI, Carestream, Agfa, Konica Minolta, Canon/Toshiba, and Fuji service applications including syngo/syngo native, filed service framework, Web applications, and the Microsoft suite of products.

  • 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.

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

Preferred Qualifications
  • 2 or 4 year degree in an Engineering discipline

  • 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

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.

Application Deadline: September 27, 2024