Senior Field Engineer at GE - General Electric

Job Description Summary

Senior Field Engineer will be responsible for developing and maintaining strong interpersonal relationships with customer representatives, ensuring Customer Satisfaction and maintaining all equipment models specific to a modality or modalities in the assigned area.

Job Description

Key Responsibilities include:

• Technical: Maintains all models specific to a modality in the assigned area.
• Electronic/Mechanical: Total system level troubleshooting on complex multi-symptom problems.
• Customer satisfaction: Daily interface with doctors and technicians on equipment status issues. Acts to ensure satisfaction to primary customers.
• 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 multifunctional rooms. Shares best practices.
  Maintain effective quality systems and programs compliant with ISO 9001 standard, according to
  the GE Service Quality Policy Statement.
• Strong Customer skills, deals tactfully and effectively with differences of opinion, influences rather than directs.
• Ability to do Installation/PM/FMI/Corrective of trained products.
• Should be able to fix issue with effective documentation/tools usage  and with online expert support.
• Focus on customer impact and aim to fix issues in 1st visit effectively.
• Basic customer relationship skill.
• On Call allowance per customer contract needs.
• Care on material consumption and works to address root cause issue/minimize cost with LLFRU usage.
• Use applicable digital tools that supports productivity initiatives, eg Smart PM, proactive(onwatch) alerts.
• Discuss with support engineers for alternate cost effective solutions.
• Show consistent positive approach to customers, ensure customer has awareness and well perception of GE high quality service.
• Open to learn and improve.
• Use applicable digital platforms efficiently.
• Ensure connectivity of responsible systems.
• Perform all QA / EHS trainings on time.
• Care on SR quality, PM checklists.
• Support Service Sales with contract renewals/ option & upgrade opportunities/ hbs - contract conversions, etc.
• Support Sales teams with new equipment sales opportunities / opportunities of EOSL system.
• Support Modality Sales / Service Sales teams with technical information as needed.
• Able to connect systems for advanced remote troubleshooting.
• Share best practices with the team.
• Ready to get trained and servicing additional modalities in advanced level.
• Technically sound, perform complicated tasks independently.
• Contributes to the organization’s improvement.
• Close collaboration with RSE/MSE teams, supporting on job training activities in the field.
• Coaching & mentoring field engineers in both technical & culture wise.
• Effectively supporting remote service when needed.
• Supporting LCT operations as needed.
• Effective interaction with customers remotely and on site (installs, CSOs, etc.) in a professional manner.
• Shows maximum care on material and labor cost.
• Apply new productivity projects in the field.
• Drives for continuous improvement and being a role model in that manner.
• Be part of the transformation, act as active user of new digital tools.
• Strong influence on team and organization.
• Use connectivity efficiently for both reactive fix and proactive monitoring.
• Highlight quality issues observed in the field.
• Support NPI/FCI projects as needed.

Quality Specific Goals:

• Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.
• Complete all planned Quality & Compliance training within the defined deadlines.
• Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.
• Identify and report any personal quality or compliance concerns immediately to the Quality Organization.
• Insure timely dispatch closure.
• Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe.
• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

Qualifications/Requirements:

• Qualified to Degree level, Bachelors degree Electrical & Electronics Engineering or Biomedical Engineering.
• Technical analytical skills.
• Minimum 7 years Field Services experience.
• Comprehensive knowledge of a specific modality or multi-modalities. Minimum one trained mentor modality or two trained master modalities (MRI, CT, PET/CT, Nuclear, Xray, USG, LCS, Angiography).
• Sought by others for guidance and advice.
• Proficiency in English.
• High work standards and quality.
• Plans and organizes work effectively.
• Readiness to travel within Turkey & abroad for training & business purposes.

Desired Characteristics:

• Excellent communications, listening and interpersonal skills.
• Ability to work independently with minimum direction.
• Initiative and motivation.