Multi-Vendor X-Ray Technical Support Engineer

Remote

GE HealthCare

Company preview All jobs at GE HealthCare

Published 1 month ago

Hey, this job isn't fresh anymore! 👉 Find fresh remote jobs here

Job Description SummaryThe Multi-Vendor X-ray Technical Support Engineer (TSE) drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Service Engineers (FSE’s), Client Service Technicians (CST’s), and Customers experiencing system performance issues.

This position is the technical resource for all service-related escalations regarding X-ray modality product families and should include some or all of the following X-ray product background experience: Quantum, Del Medical, Shimadzu, CPI, Carestream, Agfa, Konica Minolta, Canon/Toshiba, and Fuji.

Job Description

Provide remote and on-site technical support for Quantum, Del Medical, Shimadzu, CPI, Carestream, Agfa, Konica Minolta, Canon/Toshiba, and Fuji X-ray products.
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.
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.
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 as adjunct instructor 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 of legacy X-ray modality products. Knowledge and experience using Siebel Customer …