Field Support Specialist

Job Description SummaryEnsures first-class service operations process execution. Meets KPIs for field service operational metrics and QMS standards within assigned territory. Main point of contact and subject matter expert for all aspects of back office field service support for service field engineers: parts, tools, service records, recalls, service quoting. Go-to teammate to help solve operational needs at field speed.

Job Description

Roles and Responsibilities:

• Drive the overall execution of the GEHC field service operations into all applicable processes including service records, parts, PMs, FMIs, and service tools.
• Responsible for timely and accurate quoting for OnDemand services.
• Main point of contact for field engineer onboarding and offboarding, ensuring all details within parts, tools, SRs, etc retain continuity through transition
• Partner to the Area Service Leader, Manager of Service Operations, and Region operations Specialist to meet Daily Management goals.
• Work within all related systems: CRM, FX, web tools/reports, and legacy and Support Central systems to manage and complete all work.
• Handle all types of work submitted into the department whether Imaging, multi-vendor, or PCS as needed.
• Support proactive parts escalations and down customer system execution.
• Maintain install database accuracy by supporting field team and external customers via phone and email.
• Work closely with field service sales and service operations to resolve technical and process-related issues.
• Effectively manage and prioritize various projects with minimal supervision.
• Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy
• Complete all planned Quality & Compliance training within the defined deadlines

Educational Requirements

• Associate degree in Business Administration, Finance, Marketing or related discipline and minimum one year of customer service experience; or a High School diploma/GED and five or more years of customer service experience.
• High proficiency in Microsoft Office Suite products (e.g., Word, Outlook, Excel, Access).
• Minimum two years' experience working with Microsoft Excel.
• Ability to communicate using local language.
• Strong focus on customer care and satisfaction.
• Demonstrated ability to work under pressure and to meet deadlines and commitments.

For U.S. based positions only, the pay range for this position is $58,560.00-$87,840.00 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.

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: No

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