15 days old

Remote Service Leader - Ultrasound

GE Energy
Work Remotely
Role Summary:This person is responsible for providing expert remote technical support for Ultrasound products for customers and supervision of Remote On Line Engineers (ROLEs) activity in his region. Provide first response and remote solutions where possible to customers experiencing technical issues.

Essential Responsibilities:Key Responsibilities/essential functions include:

+ Ownership of FFA jobs for his region - prioritization and follow up on RFS reactivation to Customer Service Centres.

+ Provide phone support or InSite support to customers and characterize incoming technical issues and prioritize between jobs.

+ Ability to diagnose complete failure and propose the right part to be ordered in parallel to the FSE assignment done by Customer Service Centre.

+ Ownership of Transfer Rates and Transferability (FFA, CCaaS, PIC2, Auto RFS, Machine RFS & telephone activity).

+ Communicate proactively and share information with field teams, Service Operation teams and other support functions.

+ Through effective communications, IB analysis and field network utilization define training needs and support MSL to set-up and control training plan and execution.

+ Analyse remote and proactive job results and define action plans to improve service productivity and customer satisfaction.

+ Analyse job results and IB to improve efficiency and productivity working together with MSLs and other RSLs.

+ Identify opportunities to improve overall service delivery processes, remote tools, and support capabilities.

+ Provide effective support to FSEs to ensure they can repair effectively with the preliminary diagnostic of the RSL. This is an efficiency enabler for field on site operations.

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.

+ Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

Qualifications/Requirements:Extensive engineering experience with the repair and maintenance of Ultrasound systems, demonstrated ability to handle/resolve difficult technical issues and expert level knowledge in Ultrasound.

Desired Characteristics:

+ Strong customer-service skills, highly motivated team-player, prior project or technical leadership experience;

+ Demonstrated ability to train/mentor peers, ability to stay calm in pressurized situations and coach people through solving problems, strong written and verbal communications skills that can effectively communicate with a diverse workforce;

+ Ability to effectively communicate over the phone, ability to drive improvements in efficiency, knowledge/experience with the healthcare industry;

+ Knowledge of GE Healthcare products preferred, proficient in Microsoft Office Suite, excellent computer skills and networking ability.

About Us:GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GEs mission and deliver for our customers. www.ge.comAdditional Locations:United Kingdom;


Posted: 2020-10-13 Expires: 2020-11-12

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Remote Service Leader - Ultrasound

GE Energy

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