MR Technical Support Engineer
GE HealthCare
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $94,400 - $141,600 per year
About the role
- 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).
Requirements
- 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, 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.
Benefits
- Competitive benefits package
- Medical insurance
- Dental insurance
- Vision insurance
- Paid time off
- 401(k) plan with employee and company contribution opportunities
- Life insurance
- Disability insurance
- Accident insurance
- Tuition reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
diagnostic imagingmechanical equipment servicingelectrical equipment servicingPhilips MR systems repairremote troubleshootingfield-based technical trainingquality trend analysisproduct serviceabilitycorrective action plansproduct reliability
Soft skills
technical supportcoachingmentoringproblem-solvingcommunicationteam collaborationcustomer servicechange managementidea generationfield process improvement
Certifications
High School DiplomaGEDAssociate’s degreeBachelor’s degreevalid Driver’s License