Client Service Technician

Job Description SummaryActs as the primary GEHC Services face to the customer(s) served. Responsible for meeting the daily service repair needs of designated Imaging and Biomed equipment, to include multiple modalities of the customer’s equipment. Drives customer satisfaction through Service Excellence.

This is a remote role that requires the candidate to work onsite at our customer location(s).  To provide onsite customer support, candidate needs to be able to work in the Denver Colorado/Wyoming area.

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

• Troubleshoot, install, maintain, and service repair needs on designated equipment.

• Evaluate complex, customer biomedical equipment issues and implement appropriate repairs.

• Perform on-time and accurate planned maintenance (PM), Field Modification Instruction, and safety/environmental inspections.

• Own customer issues from dispatch or identification of issue to resolution.

• Maintain daily communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction.

• Focus on customer needs and satisfaction, continuously building on and enhancing relationships with customers to become a perceived partner in their business who is able to recommend value- added services that will help the customer run their business more efficiently.

• Follow as well as guide others as needed regarding appropriate GE policies, procedures, hospital protocol, and complete necessary documentation.

• Engage with other team members (including Remote Technical Engineers and Zone Service Engineers) to ensure they are aware of the status of all issues at all times for their designated customers.

• Understand and communicate business goals and objectives to the broader GE team servicing assigned customer.

• Keep up to date on administrative responsibilities (e.g., maintaining customer service logs and internal service records in a timely manner, ordering repair parts, managing cycle times).

• Utilize the GEHC escalation process, as needed, and work closely with region and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner.

• Identify potential sales leads and participate in sales opportunities (e.g., contract renewals, assist with promoting and implementing of revenue programs).

• Keep up to date with competitor information and market trends.

• Identify business opportunities for the organization.

• May include basic/refresher application training of clinical staff on designated equipment.

Quality of Specific Goals:

• 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.

• Meet Health and Human Services, Environment Health and Safety, and all other applicable regulatory requirements.

• Complete all planned Quality, EHS, and Compliance training within the defined deadlines.

• Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.

• Identify and report any personal quality or compliance concerns immediately to the Quality Organization.

• Ensure timely dispatch closure (if applicable).

• Identify and report any unsafe workplace conditions or unsafe acts to the EHS Organization.

• Ensure completion of all field modification instructions (FMI’s) within prescribed timeframe.

• Participate in continuous improvement activities by identifying and appropriately escalating
  process and product quality gaps, providing solutions when possible.

• Maintain tools and test equipment properly and ensuring they are calibrated.

Required Qualifications:

• Bachelor’s degree in Electrical Engineering or Electrical Engineering Technology; OR equivalent military education; OR Associate’s degree with one year of experience servicing electronic equipment; OR qualified and participated in the formal GEHC Biomed/FE Services Internship, Apprenticeship OR GE Military Externship program; OR a High School Diploma/GED and a minimum of 5 years of experience servicing electronic equipment.

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

• Strong communication skills with the ability to communicate technical issues to the customer in an easy-to-understand manner.

• Experience diagnosing and repairing mechanical, electromechanical, and/OR electronic equipment.

• Experience troubleshooting and responding to customer concerns.

• Experience with Web applications and technological programs (e.g., iPad, iPhone Microsoft Office Suite).

• Capable of performing special physical requirements (e.g., able to lift, carry, push, pull up to 50 lbs unassisted; and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit, stand for long periods of time; and reach at, above, below shoulder level; and flex/extend neck; and has good hand, finger dexterity and specific vision abilities including color, close vision, distance vision, peripheral vision, depth perception).

• Must have a valid driver’s license.

• 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. 

Desired Qualifications:

• Troubleshooting medical devices/equipment

• Experience with diagnostic Imaging and Healthcare Technology Management Devices

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.

#LI-CLM

#LI-Onsite

For U.S. based positions only, the pay range for this position is $54,880.00-$82,320.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

This role is restricted to U.S. persons (i.e., U.S. citizens, permanent residents, and other protected individuals under the Immigration and Naturalization Act, 8 U.S.C. 1324b(a)(3)) due to access to export-controlled technology. GE HealthCare will require proof of status prior to employment.

Additional Information

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. 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.

GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

Relocation Assistance Provided: Yes

Application Deadline: January 25, 2025 Apply