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Job Description Summary

As the Senior Technical Service Leader, you will enable Precision Care, Growth Acceleration, and Business Optimization for GE HealthCare by providing technical guidance for the Diagnostic Cardiology product lifecycle for Installation, Serviceability, and Field reliability to Segment and Sub-Segment product teams; representing USCAN through informal and formal measures including QMS.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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

• Key linkage between United States and Canada (USCAN) technical performance and Segment or Sub-Segment design teams.

• Define and deploy region readiness plans for new products/solutions.

• Develop systemic processes for field support, tech support and ND&I.

• Provide feedback to remote technical support teams.

• Support Technical Support Engineers utilizing innovative technology solutions to drive productivity and quality.

• Support knowledge and maintain the current KMS (Knowledge Management System).

• Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required, including focus on material spend efficiency.

• Act as change agent/service "expert" for product programs and monitor New Product Introduction product performance.

• Gather data and share information with Product Operations and Segment / Sub-segment Engineering groups to drive product ease of installation, reliability, and serviceability.

• Identify field process improvements that drive customer experience excellence.

• Support technical training and drive use of remote diagnostic troubleshooting tools to qualified Online Center personnel.

• Engage with Service of Tomorrow strategy deployment.

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 customer quality or compliance concerns to the Quality Organization.

• Identify and report any personal quality or compliance concerns to the Quality Organization.

• Assist with timely dispatch closure for proactive alerts.

• Support completion of remote field modifications instruction (eFMI) concept and design within prescribed timeframe.

• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps.

Qualifications

• 4-year degree in an engineering discipline with no less than 5 years of Field Service Experience, or high school degree and more than 10 years of Field Service Engineering experience.

• Deep technical acumen in one or more healthcare modalities.

• Net+ Certified

• Demonstrated ability to handle/resolve complex technical issues and apply expert-level knowledge to applicable systems.

• Excellent multi-tasking skills to manage complex remote trouble shooting process.

• Exceptional verbal and written communication skills.

• Ability to stay calm under pressure.

• Ability to travel 20-30% as required to design or manufacturing sites.

• Ability to work 8-5 Local Time.

Desired Characteristics

• Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.

• Knowledge/experience with modality-specific products.

• Strong customer-centric mindset.

• Early adopter of computer-based technology.

• Highly motivated, team collaborator.

• Ability to adapt well to change and be a positive influence on others.

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For U.S. based positions only, the pay range for this position is $98,880.00-$148,320.00 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