Field Service Engineer at GE - General Electric

Job ID: 3314232
Location: Lagos

Role Summary

• Fully proficient service professional, managing a complex customer service area through leadership and development of team (field engineers, biomedical technicians, field technicians).
• Creates an environment to achieve ultimate customer loyalty.
• Provides leadership in setting and achieving assigned goals in the profitable installation, maintenance, and repair of GEHC products, and the growth of the service contract base

Essential Responsibilities

• Technical: Maintains all models specific to a modality in the assigned area
• Electronic/Mechanical: Total system level trouble-shooting on complex multi-symptom problems
• Maintains daily communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction
• Utilizes the escalation process to resolve customer service delivery issues and conducts root cause analysis that will lead to effective problem solving
• Provides actionable feedback on performance of team members, both to the individual, as well as to the area leader (Service Team Leader)
• Participates in sales opportunities, such as contract renewals and assisting with promoting and implementing revenue programs
• LCT: Assists in Account Sales visits; helps train others where necessary; identify Sales opportunities and communicate to account team
• Business growth: Assists in the growth and direction of business in his/her geographic area
• Productivity: Responsible for Warranty and PMS contract cost control
• Administration: Responsibly completes all administration tasks on time
• Ensures timely completion of FMIs and PMS inspections documentation for assigned accounts
• Installation: Plays a leading role in complex and multifuntional rooms. Shares best practices
• Maintain effective quality systems and programs compliant with ISO 9001 standard, according to the GE Service Quality Policy Statement

Qualifications/Requirements
Required Qualifications:

• Bachelor’s degree, Electrical Engineering, Electrical Engineering Technology, equivalent military education or Associates Degree with 6 years experience servicing electronic equipment, or a High School Diploma/GED and 12+ years experience servicing electronic equipment or equivalent knowledge or work experience
• Technical analytical skills. 5-7 years Field Services experience
• Experienced equipment engineer (specializing on radiology equipment)
• Comprehensive knowledge of a specific modality or multi-modalities
• Sought by others for guidance and advice
• Ability to work independently with minimum direction
• High work standards and quality
• Customer skills; deals tactfully and effectively with differences of opinion, influences rather than directs
• Willingness to travel as required within your specified geographic region
• Must have a valid driver’s license in regions where required to drive on company business

Preferred Qualifications:

• Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner
• Experience interfacing with both internal team members and external customers as part of a solution based service process
• Exceptional interpersonal and leadership skills
• Change agent and process oriented
• Knowledge of Healthcare marketplace

Desired Characteristics:
Communicating:

• Speaks clearly and fluently
• Expresses opinions, information and key points of an argument clearly
• Makes presentations and undertakes public speaking with skill and confidence
• Responds quickly to the needs of an audience and to their reactions and feedback
• Projects credibility

Coping with Pressure:

• Works productively in a pressurized environment
• Keeps emotions under control during difficult situations
• Balances the demands of a work life and a personal life.
• Maintains a positive outlook at work
• Handles criticism well and learns from it
• Embracing Change & Demonstrating Enthusiasm
• Adapts to changing circumstances
• Accepts new ideas and change initiatives
• Adapts interpersonal style to suit different people or situations
• Works hard and puts in longer hours when it is necessary