Philips MR Technical Support Engineer

GE HealthCare is a leading global medical technology and digital solutions innovator. The Philips MR Technical Support Engineer drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Engineers and Customers experiencing system performance issues.

Responsibilities:

• 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)
• Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience. Knowledge and experience using Siebel Customer Relationship Management (CRM) software and other remote tools as required

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 and 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. We will not sponsor individuals for employment visas, now or in the future, for this job opening
• The successful applicant must comply with GEHC's standard background check, including a post-offer drug test. In addition, during employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, and additional drug tests or background checks (including a federal government background check if assigned to support a contract with the federal government)
• 2 or 4 year degree in an Engineering discipline
• Experience interfacing with both internal team members and external customers as part of a solution-based service process
• Ability to stay calm in pressurized situations and coach people through solving problems
• Exceptional teamwork, verbal, and written communication skills
• Ability to extract applicable information during a troubleshooting process and use that information to help resolve issues remotely
• Demonstrated successful history of technical problem solving and resolution supporting Philips MR equipment, including proven experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment
• Healthcare Imaging understanding to include: image quality/ HHS standards, post processing for DICOM, PACS and/or advanced computer networking
• Experience with Philips applications, Web applications, and the Microsoft suite of products
• Strong customer service skills
• Highly motivated team player
• Prior project or technical leadership experience
• Training skills
• Networking certification, or related networking experience
• Basic financial analysis abilities
• Lean / Six Sigma Certified
• Ability to work from home in a dedicated office space, free from distraction with a high-speed internet connection