GE HealthCare is hiring an iCAR North East Region Service Engineer

GE HealthCare is looking for an iCAR North East Region Service Engineer to enable precision care by providing USCAN Region-based technical advisory support to our Field Engineers. This role serves as the key linkage between regional technical performance and USCAN Technical Support, focusing on the North East Region: Indiana, Michigan, Ohio, Kentucky, West Virginia, Virginia, Pennsylvania, Maryland, Delaware, New Jersey, Connecticut, Rhode Island, Massachusetts, New Hampshire, Vermont, Maine, and New York.

What You'll Do

• Act as the key linkage between Region technical performance and USCAN Technical Support.
• Oversee the systemic process of field response to proactive, system-generated alerts.
• Provide feedback on remote technical support to customers.
• Utilize remote tools such as RSvP, SynerGE, “Gameplan”, and the CRU process to drive service effectiveness.
• Support Field Engineers using innovative technology solutions to drive productivity and quality.
• Be part of an integrated “One Service” response team within the field, including regular on-site, face-to-face engagement to support installations and customer escalations (CSOs) as appropriate.
• Contribute knowledge and maintain the current KMS (Knowledge Management System).
• Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects, including a focus on material spend efficiency.
• Act as a change agent/field "expert" for New Product Introduction programs and monitor product performance.
• Gather data and share information with Product Operations and Modality Engineering groups to drive product ease of installation, reliability, and serviceability.
• Identify field process improvements that drive first call resolution excellence.
• Support field-based technical training and instructor-led training at HCI as needed; drive use of remote diagnostic troubleshooting tools to qualified field personnel; fulfill a role as Adjunct/Coach/Expert within a Region.
• Engage with Service of Tomorrow strategy deployment.
• Support the Region cost-to-serve outliers program by investigating system historical performance and developing action plans to address root cause(s) with local teams.

What We're Looking For

• A minimum of 10 years of Service engineering experience with the repair and maintenance of GEHC systems for a specific modality.
• Ability to meet the physical demands of the job for onsite repair, installations, and escalations on an as-needed basis; accommodations may be permitted.
• Deep technical acumen in one or more healthcare modalities.
• Demonstrated ability to handle and resolve complex technical issues and apply expert-level knowledge to applicable systems.
• Excellent multi-tasking skills to manage complex remote troubleshooting processes.
• Exceptional customer-facing communication skills.
• Ability to stay calm under pressure.
• Ability to travel up to 20% or more as required to customer sites and training sessions.
• Flexibility to work other shifts to cover vacations, holidays, and emergency situations.
• Computer skills supporting Service performance analytics; proficiency in Excel, email, and PowerPoint.
• Capability to identify and drive improvements in efficiency.

Nice to Have

• A 2- or 4-year degree in an engineering discipline.
• Knowledge/experience with GE HealthCare products specific to the modality supported.
• A strong customer-centric mindset.
• Being an early adopter of computer-based technology.
• Being highly motivated and a team collaborator.
• Ability to adapt well to change and be a positive influence on others.
• Skill to anticipate potential problems and proactively implement solutions.

Technical Stack

• RSvP
• SynerGE
• Gameplan
• CRU process
• KMS (Knowledge Management System)

Team & Environment

You will be part of an integrated “One Service” response team within the field.

Benefits & Compensation

• Compensation: $94,400.00-$141,600.00 Annual
• Medical, dental, and vision insurance
• Paid time off
• 401(k) plan with employee and company contribution opportunities
• Life, disability, and accident insurance
• Tuition reimbursement
• Performance based incentive compensation (cash bonus(es) and/or long term incentives (LTI))

Work Mode

This is a hybrid role supporting the North East Region: Indiana, Michigan, Ohio, Kentucky, West Virginia, Virginia, Pennsylvania, Maryland, Delaware, New Jersey, Connecticut, Rhode Island, Massachusetts, New Hampshire, Vermont, Maine, and New York.

GE HealthCare is an Equal Opportunity Employer. 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.