Senior Customer Service Engineer

Job Description Summary

All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Impacts quality of own work and the work of others on the team. Executes standard operational/technical tasks typically subject to instructions and work routines. There is latitude to rearrange the sequence to complete task/duties based on changing work situations.

Job Description

Roles and Responsibilities

• The Senior Field Services Engineer will be responsible for meeting the daily service repair and maintenance needs of the customer’s equipment and driving customer satisfaction through Service Excellence.
• Should be willing to work out from Varanasi and travel around 200kms around Varanasi, or anywhere as deemed appropriate by the organization
• Degreed engineers. All on site life extensions, repairs and inspection-related service activities for installed fleets and supervision for construction and commissioning of new and existing equipment, able to be performed at customer site.
• Broadening knowledge of own technical discipline to execute policy/strategy. May include support roles with specialized technical field of knowledge; still acquiring higher level knowledge and skills.
• Basic understanding of key business drivers; uses this understanding to accomplish own work. Good understanding of how work of own team integrates with other teams and contributes to the area.
• May have some autonomy to make decisions within a defined framework. Resolves issues in situations that require good technical knowledge and judgment within established procedures. Consults more senior team members for issues outside of defined instructions/parameters.
• A job at this level requires good interpersonal skills and may be required to lead a junior team. For customer facing roles, develops strong customer relationships and serves as the interface between customer and GE. Explains technical information to others.
  
  

Technical: Responsible for the full service of machines in CT, Molecular Imaging.

Any other modality like Cathlab/MRI/Ultrasound would be an added advantage .

• Total system level trouble-shooting on complex multi-symptom problems. Maintains all models specific to a modality in the assigned area. Acts as a technical expert, shares his expertise and coaches others. Resolves complex technical issues, fosters knowledge sharing and helps others. Explains complex technical issues in a concise way.
• Customer satisfaction: Daily interface with doctors and technicians on equipment status issues. Acts to ensure satisfaction to customers.
• Zones: Participates in sales opportunities and assists in Account Sales visits; helps train others where necessary; identify Sales opportunities and communicate to account team.
• Business growth: Act as a consultant to the sales and modality specialists in their area of expertise.
• Productivity: Recommend and participate in productivity projects aimed at controlling costs and improving efficiency of the service business.
• Administration: Responsibly completes all administration tasks on time. Ensures the timely completion of FMIs and PMS inspections in their area either by them or other assigned FE’s.
• Installation: Plays a leading role in complex and multifuntional rooms. Shares best practices. Maintain effective quality systems and programs compliant with ISO 9001 standard, according to the GE Service Quality Policy Statement.
• Mentoring: Plays a key role in mentoring and training new field engineers in the team.
  
  

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 quality or compliance concerns and take immediate corrective action as required
• 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.
• Insure timely dispatch closure.
• Ensure completion of all field modifications instructions (FMI’s) and installation upgradwithin prescribed timeframe. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
  
  

Required Qualifications

• 1. Qualified to Degree level or equivalent (Electronics and communications)
• 2. Very advanced technical and analytical skills.
• 3 years + Field Services experience.
• Mandatory experience in CT, Molecular Imaging, PET CT, Cathlab, MRI.
• 5. Sought by others for guidance and advice.
• Ability to work independently with minimum direction.
• High work standards and quality.
• Initiative and motivation.
• Plans and organizes work effectively.
• Excellent interpersonal and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner
• Aligns and informs all relevant stakeholders proactively
• 12. Should be willing to work from Varanasi and travel around 200kms from Varanasi.
• 13. Strong Customer skills; deals tactfully and effectively with differences of opinion, influences rather than directs. Anticipates customer needs and offers solutions.
• For roles outside of the USA- This role requires basic experience in the Services & Field Services. Knowledge level is comparable to a Bachelor's degree from an accredited university or college ( or a high school diploma with relevant experience).
• For roles in USA - Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).
  
  

Desired Characteristics

• Strong oral and written communication skills. Ability to document, plan, market, and execute programs.
  
  

Note

To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years’ experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

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Additional Information

Relocation Assistance Provided: Yes