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.