Join Our Team as a Remote Implementation Specialist and Make a Difference in the Lives of Our Customers!
At GE HealthCare, we're committed to delivering innovative solutions that transform the healthcare industry. As a Remote Implementation Specialist, you'll play a critical role in driving customer satisfaction and success through technical support and counsel. If you're passionate about technology, customer service, and making a difference, we want to hear from you!
About GE HealthCare
GE HealthCare is a leading global medical technology company that provides innovative solutions for healthcare providers and patients worldwide. Our mission is to improve patient outcomes and enhance the quality of life for millions of people around the world. We're proud to be a part of the GE family of companies and to have a long history of innovation and excellence in the healthcare industry.
About the Role
The Remote Implementation Specialist is a critical role that requires a strong and diverse skillset in relevant areas to drive success. As a Remote Implementation Specialist, you'll provide technical support and counsel to Field Engineers, Client Service Technicians, and customers experiencing system performance issues. You'll be the technical resource for service-related escalations regarding our product family and will work closely with local customers and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner.
Key Responsibilities
- Provide remote and on-site technical support for our products and services.
- Use successful, effective field experience and knowledge to provide technical support to Field Engineers, Client Service Technicians, and customers that may include both remote and onsite support.
- Maintain up-to-date knowledge of our products, service expertise, and tools to maintain "field advisor" status.
- Utilize the GE HealthCare 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 our 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 service capabilities by increasing the number of customer systems connected to the internet 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 Field Engineers to ensure that technical and customer skills are up to date and meet the needs of the business. On occasion may serve as subject matter expert (SME) for Field 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 installations, FMIs and customer escalations (CSOs).
- Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience, knowledge of legacy (insert modality) products. Knowledge and experience using Common Service Desktop, CRM and other remote tools as required.
Qualifications
To be successful in this role, you'll need to have the following qualifications:
- Minimum 5 years of engineering experience as an FE II and/or FE III, or the equivalent external to GE with regards to the repair and maintenance of (insert modality) systems; demonstrated ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems.
- 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, or an FE III, or the equivalent external to GEHC for a period of 5 years before consideration.
Essential Skills and Competencies
To be successful in this role, you'll need to have the following essential skills and competencies:
- Strong technical skills in relevant areas, including networking, Dicom, Insite, PACS, and OS field service experience.
- Excellent communication and interpersonal skills, with the ability to work effectively with customers, Field Engineers, and other stakeholders.
- Strong problem-solving and analytical skills, with the ability to identify and resolve complex technical issues.
- Ability to work independently and as part of a team, with a strong focus on customer satisfaction and success.
- Strong knowledge of our products and services, with the ability to provide technical support and counsel to customers and Field Engineers.
- Ability to maintain up-to-date knowledge of our products, service expertise, and tools to maintain "field advisor" status.
Career Growth Opportunities and Learning Benefits
At GE HealthCare, we're committed to helping our employees grow and develop their careers. As a Remote Implementation Specialist, you'll have access to a range of learning and development opportunities, including:
- Training and development programs to help you build your technical skills and knowledge.
- Opportunities to work on complex technical projects and contribute to the development of new products and services.
- Regular feedback and coaching to help you improve your performance and achieve your goals.
- Opportunities to work with a range of stakeholders, including customers, Field Engineers, and other GE HealthCare employees.
Work Environment and Company Culture
As a Remote Implementation Specialist, you'll work in a fast-paced and dynamic environment, with a focus on customer satisfaction and success. You'll have the opportunity to work with a range of stakeholders, including customers, Field Engineers, and other GE HealthCare employees. Our company culture is built on a set of core values, including:
- Customer focus: We're committed to delivering innovative solutions that meet the needs of our customers.
- Integrity: We operate with integrity and honesty in all our interactions, both internally and externally.
- Teamwork: We work together as a team to achieve our goals and deliver results.
- Innovation: We're committed to innovation and continuous improvement, with a focus on delivering new and better solutions for our customers.
Compensation, Perks, and Benefits
As a Remote Implementation Specialist, you'll receive a competitive salary and a range of benefits, including:
- Health insurance: We offer a range of health insurance options to help you and your family stay healthy and well.
- Dental and vision insurance: We offer dental and vision insurance to help you maintain good oral and eye health.
- Retirement savings plan: We offer a 401(k) retirement savings plan to help you save for your future.
- Stock purchase plan: We offer a stock purchase plan to help you invest in your future.
- Flexible work arrangements: We offer flexible work arrangements to help you balance your work and personal life.
- Professional development opportunities: We offer a range of training and development opportunities to help you build your skills and knowledge.
Conclusion
At GE HealthCare, we're committed to delivering innovative solutions that transform the healthcare industry. As a Remote Implementation Specialist, you'll play a critical role in driving customer satisfaction and success through technical support and counsel. If you're passionate about technology, customer service, and making a difference, we want to hear from you! Apply now to join our team and start your career with GE HealthCare.
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