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Senior Field Service Engineer

2 months ago

Manukau, Auckland, New Zealand GE HEALTHCARE Full time
GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits.

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.

tex

Key Responsibilities/essential functions include:

Leadership

  • Business: Assist Service Delivery Manager (SDM) to maintain business operations and hygiene by helping to maintain install base (IB), preventive maintenance (PM), Field Modification Instructions (FMI) and install scheduling, resource loading and providing feedback about training needs and competency of the team. Be able to produce reports tracking team performance against key performance indicators. Have an understanding of service revenue streams and drivers for cost to serve.
  • Development: Be involved in team's development and liaise with SDM for timely execution of planned development. Coaching and mentoring of engineering team within their assigned area.
  • Team: Assist Service Delivery Manager (SDM) by encouraging team bonding, togetherness and building positive morale. Deliver collaborative approach to drive multimodality
  • Administration: Ensures timely execution and completion of field modification instructions (FMIs) and PM inspections and compliant documentation for assigned accounts. Role models real time debriefing and other initiatives. Assists with team audits to ensure compliance. Develop and highlight best practices to reduce administration tasks associated with Field Engineering
  • Productivity: Championing and leading productivity initiatives through the involvement in operational projects and promoting adoption of new initiatives amongst the technical team
  • Change Projects: Assist in change projects as required e.g. implementing software or IT tools / Connectivity projects. Assist FE team in implementation of projects. Lead and influence projects such as increasing remote connectivity, field remote fix rate, first call resolution. Provide and demonstrate the 'Why, what's in it for me" to the team.
  • EHS: Promote positive safety culture amongst the team, highlight and address safety concerns, ensure team are adequately resourced to work safely
  • Quality: Lead all aspects of field quality through liaison with SDM, regional service engineer (RSE), modality experts, OLE as required.

Customer

  • Customer Service: Develop key customer relationships ensuring customer satisfaction. Manage customer expectations and escalations in timely manner. Attend customer meetings to assist SDM in the designated modality
  • Customer satisfaction: Regular interface with customers on equipment status issues, resolution timeframe and workarounds.
  • CSO: Actively involved in modality customer service opportunities (CSO's) pushes for timely resolution to customer satisfaction.
  • Resource Deployment: Coordinating daytoday resource deployment to meet customer requirements and contractual obligations focusing on prioritizing contract customers.

Technical

  • Engineering: Maintain all models specific to a modality in the assigned area. Establish as local level technical escalation focal point and support to team members for escalations, Installation projects and reactive service. Providing technical escalation support for primary modalities prior to RSE involvement.
  • Installation: Play a leading role in installations for new IB. Partner with the equipment, Project Management & Applications team to deliver on time, compliant installation projects in line with quality systems and programs compliant with ISO 9001 standard, according to the GE Service Quality Policy Statement. Leading complex installations and collaborating with the equipment and sales teams to develop achievable installation milestones
  • Remote service: Champion remote connectivity initiatives to maximize remote system resolution. Upskill team and own remote connectivity strategy with RSE's, OLE's and Technical Operations team.
  • Leadership: Lead and deploy productivity programs across the designated modalities. Share best practice and identify further improvement opportunities to deliver more efficient service to customers
  • Training: Carry out formal FE and Customer training as required, assist in adhoc training initiatives

Quality

  • CSO Management: Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization. Attend CSO calls as required.
  • Compliance: Identify and report any personal quality or compliance concerns immediately to the Quality Organization. Ensure all regulatory requirement are identified and are being actioned.
  • Continuous Improvement: Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

Vaccine for Preventable Diseases
**Healthcare Sector Australia

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