Essential Responsibilities:
Advanced, total system-level troubleshooting, installation, maintenance and service repair needs on designated equipment.
Completing Preventative Maintenance and Field Modification Instruction. Ordering and managing repair parts cycle times.
Keeping up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner.
Maintaining daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
Maintaining tools and test equipment properly and ensuring they are calibrated.
Meeting Health and Human Services, Environment Health and Safety, and/or other applicable regulatory requirements.
Managing vendor's service delivery processes in compliance with GE Healthcare policies.
Utilizing the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving.
Participating in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs.
Working as a member of the local team to provide efficient and cost effective service delivery to all accounts with assigned area.
May include training of laboratory staff on designated equipment.
Teach and assist other Field Engineers on advanced and complex troubleshooting and technical fixes, plays a leading role on complex and multifunctional system fixes.
May take on additional responsibilities within local area 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.
Ensure timely dispatch closure (if applicable)
Ensure completion of all field modifications instructions (FMI's) within prescribed timeframe (if applicable)
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
Qualifications/Requirements:
Bachelors degree in Sciences (Chemistry, Biology, etc.) OR High School Diploma with 12 years servicing Life Sciences equipment of Life Sciences
Experience servicing multivendor equipment, preferably Agilent/Waters (ie. HPLC, GC, Mass Spectrometry areas)
Experience within the GMP arena
Experience interfacing with both internal team members and external customers as part of a solution based service process
Demonstrated experience troubleshooting and repairing hardware as well as preventative maintenance services
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:
7 years of Ageilent or Waters equipment servicing
Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner
Six Sigma trained/certified
Previous GE Healthcare experience
