Field Service Engineer

1 week ago

Klang, Selangor, Malaysia GE HealthCare Full time

Job Description Summary

Responsible for developing and maintaining strong interpersonal relationships with customer representatives, ensuring Customer Satisfaction, and maintaining all equipment models of Imaging Modality.

Fully proficient service professional, managing a complex customer service area through leadership and development of team (field engineers, biomedical technicians, field technicians). Creates an environment to achieve ultimate customer loyalty. Provides leadership in setting and achieving assigned goals in the profitable installation, maintenance, and repair of GEHC products, and the growth of the service contract base.

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.

Job Description

Essential Responsibilities:

  1. Perform timely and accurate preventative maintenance, installations, Field Modification Instructions (FMI) and troubleshooting on medical equipment within a hospital or healthcare system to ensure optimal delivery of healthcare services to patients.
  2. Adhere to company policies, procedures, and hospital protocols, to ensure regulatory and compliance requirements are met; ensure documentation of all work performed is captured, including the ordering of parts.
  3. Acts as the primary GEHC Services face to the customer. Responsible for meeting the daily service repair needs of designated equipment and drives customer satisfaction through Service Excellence.
  4. Maintain all models of Imaging Modality.
  5. Perform total system level troubleshooting on complex multi-symptom issues.
  6. Maintain daily interface with doctors and technicians on equipment status issues, to ensure satisfaction of primary customers.
  7. Assist in Account Sales visits, help train others where necessary, and identify Sales opportunities and communicate them to account team.
  8. Responsible for Warranty and Preventive Maintenance Service contract cost control.
  9. Complete all administration tasks on time (e.g., ensure timely completion of FMI and Preventive Maintenance Service inspections documentation for assigned accounts).
  10. Maintain effective quality systems and programs compliant with ISO 9001 standard, according to the GE Service Quality Policy Statement.

Quality Specific Goals

  1. 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.
  2. Complete all planned Quality & Compliance training within the defined deadlines.
  3. Identify and report all customer quality or compliance concerns immediately to the Quality Organization.
  4. Identify and report any personal quality or compliance concerns immediately to the Quality Organization.
  5. Ensure timely dispatch closure.
  6. Ensure completion of all field modifications instructions (FMI's) within prescribed timeframe (if applicable).
  7. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
  8. Ability to show self-initiative & motivation and to work independently with minimum direction.
  9. Experience interfacing with both internal team members and external customers as part of a solution-based service process.

Qualifications/Requirements

  1. Diploma / Bachelor's Degree in Biomedical Engineering / Electrical & Electronic.
  2. Technical and analytical skills, with minimum 3-year field services experience.
  3. Good verbal and written communication skills in local language as well as English.
  4. Ability to work independently with minimum direction.
  5. Able to lead project installation independently.
  6. Shows Initiative and motivation.
  7. Plans and organizes work effectively.
  8. Excellent communication skills, listening skills, and interpersonal skills.
  9. Willingness to work during off-hours when there is an urgent and critical equipment issue. This will be balanced among the service team members.
  10. Strong customer skills and deals tactfully and effectively with differences of opinion (e.g. influences rather than directs).

Locations:
Malaysia; Johor

Inclusion and Diversity
GE HealthCare is an Equal Opportunity Employer where inclusion matters. 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.
We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity.
Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you'd expect from an organization with global strength and scale, and you'll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

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