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MR Technical Support Engineer

Support EngineerSupport EngineerOtherRemoteLeadTeam 10,001+Since 1892H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

150 days ago

Salary

$94.4K - $141.6K / year

Seniority

Lead

High School8 yrs expExperience acceptedEnglish

Job Description

MR Technical Support Engineer

GE HealthCare

• Provide remote and on-site technical support for Philips MR products Intera, Achieva, Panorama, Ingenia product families plus Workstations. • Use successful, effective field experience and knowledge to provide technical support to FE’s, CST’s, and customers that may include both remote and onsite support. • Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status. • 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 as required. • Support Material and Purchased Service cost improvement initiatives for the modality. • Within project engagement, act as a change agent/ field "advisor" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support. • Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth. • This may include leveraging remote service capabilities 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. • Serves as subject matter expert (SME) for FE modality training through the Service Quality Standard (SQS) training curriculum. • Identify field process improvements such as pre-PM work, PM cycle time, remote TTR work, field-based technical training to support use of remote diagnostic troubleshooting tools and processes in the field. • Identify field quality improvements to include hazardous/ non-hazardous complaints via Trackwise. • Travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).

Job Requirements

  • High School Diploma/GED AND 8+ years of experience servicing mechanical and/or electrical equipment, OR Associate’s or Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND 5 years of experience servicing mechanical and/or electrical equipment OR Equivalent military education to Associates or Bachelor’s degrees AND 5 years of experience servicing mechanical and/or electrical equipment.
  • Must have consistently performed as an FE II and/or an FE III, or the equivalent external to GEHC with a minimum of 5 years of diagnostic imaging experience with regards to the repair and maintenance of Philips MR systems.
  • Ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems.
  • Must have and maintain a valid Driver’s License.
  • Ability to travel to customer sites and support field coaching, mentoring, Field Based Training (FBT), and customer escalations (CSOs).
  • Willingness to work rotating late shift coverage, scheduled On-Call, including weekends, for critical issues and coverage, as necessary.
  • Legal authorization to work in the U.S. is required.

Benefits

  • Competitive benefits package
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Paid time off
  • 401(k) plan with employee and company contribution opportunities
  • Life insurance
  • Disability insurance
  • Accident insurance
  • Tuition reimbursement

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