Senior Customer Service Engineer

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.

Key Responsibilities/essential functions include:

• Technical: Maintains all models specific to Vascular/Surgery/DR 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. 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.

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.
• Ensure timely dispatch closure. Ensure completion of all field modifications instructions (FMIs) within prescribed timeframe.
• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

Required Qualifications:

• Qualified to degree level in Electronics/Electrical Engineering or equivalent.
• Technical analytical skills.
• 4-5 years field services experience.
• Comprehensive knowledge of Cath labs/C-arms and Digital Radiography.
• Sought by others for guidance and advice.

Desired Characteristics:

• Ability to work independently with minimum direction.
• High work standards and quality.
• Initiative and motivation.
• Plans and organizes work effectively.
• Excellent communication, listening, and interpersonal skills.
• Strong customer skills; deals tactfully and effectively with differences of opinion, influences rather than directs.