Technical Support Engineer 1
Company: General Electric
Location: Waukesha, Wisconsin
Posted: December 17, 2017
Reference ID: 3039871
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . 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.
Provide remote and on-site technical support for GE Mammography systems to Field Engineers' (FE), Client Service Technicians' (CST), and customers. Maintain up-to-date knowledge of modality products, service expertise, and tools. 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. Support Material and Purchased Service cost improvement initiatives for the modality. Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth including leveraging service capabilities by increasing the number of customer systems connected to the internet 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. Serve as subject matter expert (SME) for FE modality training through the Service Quality Standard (SQS) training curriculum. Identify field quality improvements to include hazardous/ non-hazardous complaints via Post Marker Quality Management (PQM). Comply with the GE Healthcare (GEHC) Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations. Identify and report any personal quality or compliance concerns immediately to the Quality Organization. Ensure timely service activity and record closure. Ensure/drive completion of all field modifications instructions (FMI's) within prescribed timeframe.
Bachelor's degree, or equivalent*, in Electrical Engineering, Mechanical Engineering, Biomedical Engineering, or related field and five (5) years of related engineering experience in the job offered or in a related occupation servicing mechanical and/or electrical equipment required. *Employer will accept any suitable combination of education and experience as equivalent to a U.S. Bachelor's degree as determined by a recognized credential evaluation service. The position also requires: 5 years experience with repair and maintenance of GE X-ray and Mammography systems, handling/resolving difficult technical issues with advanced knowledge in applicable systems. Alternatively, 5 years experience as an FE II and/or FE III for GE internal applicants seeking promotion; 3 years experience interfacing with both internal team members and external customers as part of a solution based service process; 3 years experience extracting applicable information during a troubleshooting process and use that information to help resolve issues remotely; 5 years experience with technical problem solving and resolution maintaining GE X-ray and Mammography equipment, including diagnosing and repairing mechanical, electromechanical, and/or electronic equipment; 3 years experience with Networking / Dicom / Insite / PACS / OS field service, legacy GE X-ray and Mammography products; 1 year experience using Common Service Desktop, CRM and other remote tools; 3 years experience with GE X-ray and Mammography applications, Web applications, and the Microsoft suite of products; 3 years experience responding to the concerns of and interfacing with both internal team members and external customers as part of a solution-based service process; 3 years experience with pressurized situations and coaching people through solving problems. Must have and maintain a valid Driver's License. Remote position based out of home office and reports into company headquarter. Up to 15% travel domestically to Hospitals and Clinics to supply technical support to Field Engineers on escalated service events.
Additional Eligibility Qualifications:
General Electric Company (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 background investigation and drug screen.
Locations: United States; Wisconsin; Waukesha
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf . 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 will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.