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GE HealthCare · 1 day ago

Philips MR Technical Support Engineer

United States

Full-time

Remote

Senior Level

$94K/yr - $142K/yr

5+ years exp

GE HealthCare is a leading global medical technology and digital solutions innovator. The Philips MR Technical Support Engineer drives customer satisfaction through providing technical support to Field Engineers and customers experiencing system performance issues.

AppsHealth CareHealth DiagnosticsHome ImprovementHome RenovationInternetMedical

Growth Opportunities

No H1B

Responsibilities

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)

Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience. Knowledge and experience using Siebel Customer Relationship Management (CRM) software and other remote tools as required

Qualification

Philips MR systemsTechnical problem solvingNetworking certificationElectrical EngineeringMechanical EngineeringBiomedical EngineeringDICOMPACSCustomer service skillsTraining skillsLean / Six Sigma CertifiedMicrosoft SuiteTeamwork

Required

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 and 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. We will not sponsor individuals for employment visas, now or in the future, for this job opening

The successful applicant must comply with GEHC's standard background check, including a post-offer drug test. In addition, during employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, and additional drug tests or background checks (including a federal government background check if assigned to support a contract with the federal government)

Preferred

2 or 4 year degree in an Engineering discipline

Experience interfacing with both internal team members and external customers as part of a solution-based service process

Ability to stay calm in pressurized situations and coach people through solving problems

Exceptional teamwork, verbal, and written communication skills

Ability to extract applicable information during a troubleshooting process and use that information to help resolve issues remotely

Demonstrated successful history of technical problem solving and resolution supporting Philips MR equipment, including proven experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment

Healthcare Imaging understanding to include: image quality/ HHS standards, post processing for DICOM, PACS and/or advanced computer networking

Experience with Philips applications, Web applications, and the Microsoft suite of products

Strong customer service skills

Highly motivated team player

Prior project or technical leadership experience

Training skills

Networking certification, or related networking experience

Basic financial analysis abilities

Lean / Six Sigma Certified

Ability to work from home in a dedicated office space, free from distraction with a high-speed internet connection

Benefits

Medical

Dental

Vision

Paid time off

A 401(k) plan with employee and company contribution opportunities

Life

Disability

Accident insurance

Tuition reimbursement

Company

GE HealthCare

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GE Healthcare provides a wide range of medical technologies and services to healthcare providers and researchers. It is a sub-organization of General Electric.

Founded in 1892

Chicago, Illinois, USA

10001+ employees