Field Service Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Enhance customer satisfaction by delivering excellent service and addressing daily service repair requirements for at least one modality, with the potential for proficiency in multiple modalities.

• Serve as the primary representative of GE HealthCare Services to customers.

• Address advanced service repair needs for designated equipment.

• Deliver direct technical services on customer equipment, which includes preventative maintenance, remedial service, field modification instructions, installation, and calibration to meet factory and customer standards.

• Complete necessary documentation for government, business, and audit purposes.

• Provide technical support outside of standard business hours and participate in on-call coverage as needed.

• Manage repair parts cycle times to align with business targets.

• Maintain logs of customer service interactions and internal service records.

• Engage with customers daily and follow up promptly to ensure their issues are resolved and satisfaction is achieved.

• Maintain and calibrate tools and testing equipment.

• Adhere to Quality Management System and Environmental Health and Safety requirements.

• Utilize escalation processes and conduct root cause analyses to address service delivery challenges.

• Participate in sales initiatives, including contract renewals, and assist in promoting and implementing revenue programs.

• Integrate into the hospital culture and collaborate with hospital resources to optimize service delivery for equipment covered under Maintenance Service and Strategic Alliance Agreements.

• Take on an advisory and consultative role with assigned hospitals.

• Coordinate with the local Field Customer Team, Area Service Leader, Market Service Director, and Account Manager to ensure efficient service delivery within assigned customer accounts.

⛳️ Requirements

• Technical Diploma or Degree in Electronics or Biomedical Engineering, or equivalent experience or training.

• A minimum of two years' experience in Diagnostic Imaging Equipment Service.

• Demonstrated history of exceptional customer service skills and the ability to communicate effectively across various levels, both internally and externally.

• Proven experience in customer contact, empathy, and service.

• Strong analytical, written, and verbal communication skills, with the ability to articulate complex technical issues clearly.

• Proficient technical and troubleshooting skills.

• Excellent interpersonal and organizational abilities.

• Boundaryless behavior and capacity to work within a diverse, cross-functional team.

• Strong capability to exercise independent judgment in support of team efforts.

• Ability to work autonomously without direct supervision.

• Experience in effectively addressing customer concerns.

• Experience interfacing with internal team members and external customers in a solution-oriented service process.

• Must possess a valid Canadian driver's license.

• Mechanical aptitude and proficiency with hand tools.

• Capability to lift, carry, push, and pull up to 35 lbs. unassisted, as well as frequently bend, stoop, twist, climb, crouch/squat, and kneel/crawl.

• Desired: Experience servicing GE Healthcare and Canon/Siemens CT, XR, MR, PET, NM, and UL equipment, with GEHC and OEM-provided modality training.

• Desired: Previous experience servicing diagnostic imaging equipment, including CT, XR, MR, PET, NM, and UL.

• Desired: Proven ability to effectively manage challenging customer situations.

• Desired: Demonstrated excellence in customer communication.

🏝️ Benefits

• Relocation Assistance Provided: No