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