Client Service Technician 3

Job description

Job Number

2726044

Business

GE Healthcare

Business Segment

Healthcare Imaging

About Us

GE Healthcare provides transformational medical
technologies and services to meet the demand for increased access, enhanced quality and more affordable
healthcare around the world. GE works on things that matter - great people and technologies taking on tough
challenges. From medical imaging, software & IT, patient monitoring and diagnostics to drug discovery,
biopharmaceutical manufacturing technologies and performance improvement solutions, GE Healthcare helps
medical professionals deliver great healthcare to their patients.
Learn
More About Careers at GE

Learn More About GE
Healthcare

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Posted Position Title

Client Service Technician 3

Career Level

Experienced

Function

Services

Function Segment

Products Logistics Repairs

Location(s) Where Opening Is Available

United States

U.S. State, China or Canada Provinces

Massachusetts

City

Winchester, Woburn, Stoneham, Medford, Arlington, Lexington, Boston, Revere, Cambridge, Newtown, Burlington, Brighton

Relocation Assistance

Yes

Role Summary/Purpose

Acts as the primary GEHC Services face to the customer(s) served. Responsible for meeting the
daily service repair needs of designated Imaging, LCS and Biomed equipment, to include multiple
modalities of the customer's equipment. Drives customer satisfaction through Service Excellence. This role is based in Massachusetts.

Essential Responsibilities

1. Troubleshoot, install, maintain, and service repair needs on designated equipment.
2. Evaluate complex, customer biomedical equipment issues and implement appropriate repairs.
3. Perform on-time and accurate planned maintenance (PM), Field Modification Instruction, and
safety/environmental inspections.
4. Guides other Biomeds in all processes and helps them to identify and resolve complex issues.
5. Level I trained on 2+ imaging or LCS modalities, Level II trained on at least 1 imaging and/or
LCS modality.
6. Own customer issues from dispatch or identification of issue to resolution.
7. Maintain pro-active daily communication with customers to ensure resolution and proper followup,
leading to customer satisfaction.
8. Focus on customer needs and satisfaction, continuously building on and enhancing
relationships with customers to become a perceived partner in their business who is able to
recommend value-added services that will help the customer run their business more efficiently.
9. Follow as well as guide others as needed regarding appropriate GE policies, procedures,
hospital protocol, and complete necessary documentation.
10. Engage with other team members (including Remote Technical Engineers and Zone Service
Engineers) to ensure they are aware of the status of all issues at all times for their designated
customers.
11. Effectively communicate and partner with teammates and colleagues.
12. Understand and communicate business goals and objectives to the broader GE team servicing
assigned customer.
13. Keep up to date on administrative responsibilities (e.g., maintaining customer service logs and
internal service records in a timely manner, ordering repair parts, managing cycle times).
14. Utilize the GEHC escalation process, as needed, and work closely with region and national
support to define and support implementation of corrective action plans to resolve customer issues
in a timely manner.
15. Identify potential sales leads and participate in sales opportunities (e.g., contract renewals,
assist with promoting and implementing of revenue programs).
16. Keep up to date with competitor information and market trends.
17. Identify business opportunities for the organization.
18. May include basic/refresher application training of clinical staff on designated equipment.

Additional Eligibility Qualifications

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

Desired Characteristics

Strong clinical expertise and knowledge across all GEHC systems and equipment.
2. Strong networking and interpersonal skills.
3. Strong time management and organization skills and ability to juggle multiple responsibilities.
4. Strong coaching and mentoring skills.
5. Self-motivated.
6. Training and experience in multiple modalities.
7. Exhibit the mentality that customers determine our success.
8. Operate with efficiency and sense of urgency.
9. Willingness to learn and adapt to changing environments.
10. Empower and inspire others.
11. Ability to deliver results in an uncertain environment.

Desired profile

Qualifications/Requirements

1. Troubleshoot, install, maintain, and service repair needs on designated equipment.
2. Evaluate complex, customer biomedical equipment issues and implement appropriate repairs.
3. Perform on-time and accurate planned maintenance (PM), Field Modification Instruction, and
safety/environmental inspections.
4. Guides other Biomeds in all processes and helps them to identify and resolve complex issues.
5. Level I trained on 2+ imaging or LCS modalities, Level II trained on at least 1 imaging and/or
LCS modality.
6. Own customer issues from dispatch or identification of issue to resolution.
7. Maintain pro-active daily communication with customers to ensure resolution and proper followup,
leading to customer satisfaction.
8. Focus on customer needs and satisfaction, continuously building on and enhancing
relationships with customers to become a perceived partner in their business who is able to
recommend value-added services that will help the customer run their business more efficiently.
9. Follow as well as guide others as needed regarding appropriate GE policies, procedures,
hospital protocol, and complete necessary documentation.
10. Engage with other team members (including Remote Technical Engineers and Zone Service
Engineers) to ensure they are aware of the status of all issues at all times for their designated
customers.
11. Effectively communicate and partner with teammates and colleagues.
12. Understand and communicate business goals and objectives to the broader GE team servicing
assigned customer.
13. Keep up to date on administrative responsibilities (e.g., maintaining customer service logs and
internal service records in a timely manner, ordering repair parts, managing cycle times).
14. Utilize the GEHC escalation process, as needed, and work closely with region and national
support to define and support implementation of corrective action plans to resolve customer issues
in a timely manner.
15. Identify potential sales leads and participate in sales opportunities (e.g., contract renewals,
assist with promoting and implementing of revenue programs).
16. Keep up to date with competitor information and market trends.
17. Identify business opportunities for the organization.
18. May include basic/refresher application training of clinical staff on designated equipment.