PHILIPS MR Technical Support Engineer

Job Description SummaryThe Philips MR Technical Support Engineer (TSE) drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Engineers (FE’s), Client Service Technicians (CST’s), and Customers experiencing system performance issues.
  
This position is the technical resource for all service-related escalations regarding the Philips MR product family and should include but is not limited to: Intera, Achieva, Panorama, Ingenia as well as associated Workstations. Philips CT knowledge and expertise is not required, but is a plus: Brilliance, Ingenuity, Big Bore, Spectral product families.

This is a remote role where you will work out of your home office. The successful candidate will need to reside in the United States with the ability to work from home in a dedicated office space, free from distraction with a high-speed internet connection.

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

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 …