Field Service Engineer

Job Description Summary

Responsible for developing and maintaining strong interpersonal relationships with customer representatives, ensuring Customer Satisfaction and maintaining all equipment models specific to a modality or modalities in the assigned area. Someone with integrity, compliance, and discipline to achieve the team’s priorities. Multiple positions: MRI, NM, X-ray or CT scan technical experience is preferred.

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

• Must be qualified and perform work on Diagnostic Imaging (CT, MR, NM, DGS) modalities. May be asked to become qualified in and perform work in multiple modalities. Maintains knowledge of technical advances and current industry trends. Seeks out formal and informal training opportunities.
• Independently resolve equipment and customer issues. Complete PMs, FMI, installations, mechanical and all related tasks.
• Utilize tools, support, resources and escalation processes within required time frames to resolve customer and system problems timely and effectively.
• May be asked to perform service work remotely providing telephone, remote technical support, and remote diagnostics to external healthcare customers and field partners in order to resolve customer equipment issues and initiate escalation, if appropriate.

• Build credibility and trust with customers by conducting pro-active customer visits.
• Provide appropriate, timely, and regular communications to customer and internal key stakeholders regarding customer and equipment issues.
• Demonstrate a sense of urgency to identify and resolve customer issues. Follow the appropriate escalation process.
• Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, meeting commitments and arrival times. Understand customer's business and competitive environment.

• Adheres to established training, quality, and safety requirements.
• Manages company assets effectively in accordance with established GE HealthCare processes and guidelines including labor time, parts ordering and returns, tools and test equipment calibration, purchase orders, business expenditures, etc.
• Performs all administrative duties within established regulatory timeframes (e.g. computer base training, SR/dispatch closing, PM checklist submission, Travel and expense reports, Field Modification Installation, preventative maintenance, installation documents, site and service documentation, and other related paperwork.
• Maintain effective quality systems and programs compliant to the GE Service Quality Policy Statement.

• Adopt, develop and implement best practices.
• Proactively schedules activities & makes him/herself available to assist others.
• Seeks out opportunities to increase capability and capacity (i.e. may be required to become qualified in multiple modalities, learns new tools). Assists in identifying training gaps within the team.
• Actively seeks to mentor others.
• Actively participates as a member of regional work team and works to improve team processes.

• Degree in Electronics Engineering, Computer Engineering, Information Technology, Biomedical Engineering or equivalent.
• Minimum of 2-3 years field service experience
• Excellent problem-solving skills, able to think outside the box
• Strong sense of accountability and ownership over customer issues and willingness to learn new techniques
• Excellent customer service skills; able to deal tactfully and effectively with customers
• Excellent verbal and written communication skills in English.
• A good team player and can work seamlessly with cross-functional teams
• Highly mobile and willing to be relocated anywhere in the Philippines. This position will be based in NCR or North Luzon

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.