Job Description SummaryResponsible for developing and maintaining strong interpersonal relationships with customer representatives, ensuring Customer Satisfaction and maintaining all equipment models specific to a modality or modalities in the assigned area. Someone with integrity, compliance, and discipline to achieve the team’s priorities.

This position is responsible in providing strong and effective technical support to Channel Partners to resolve customer equipment issues in soonest possible time, and drive customer satisfaction through Service Excellence.
FE with experience to work on Patient Care Solution products is preferred (Anesthesia and Respiratory Care, Monitoring Systems, Diagnostic Cardiology, Maternal Infant Care)

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

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Job Description

Essential Responsibilities

Provides technical support to Channel Partner FEs by providing effective and accurate second opinion and recommendation to resolve issues encountered on machines on site.Provides technical support to inquiries from internal GE team by providing correct or alternative part numbers to make sure that items being ordered are correct.Conducts Technical Trainings for Channel Partner FEs.Build credibility and trust with customers by conducting pro-active customer visits.Utilize the GEHC escalation process, as needed, and work closely with regional support to define and implement corrective action plans to resolve customer issues in a timely manner.Proactively engage with commercial team members to ensure they are aware of status of all unresolved issues especially for key-account customers.Aids Service Leader in monitoring Channel Partner compliance to safety by performing EHS  audit and monitoring FMI completionCarry out other projects or tasks assigned by the Service Leader and support other tasks as needed.May also perform installation, validation and maintenance on assigned equipment.

Customer Satisfaction

Build credibility and trust with customers by conducting pro-active customer visits.

Provide appropriate, timely, and regular communications to customer and internal key stakeholders regarding customer and equipment issues.

Demonstrate a sense of urgency to identify and resolve customer issues. Follow the appropriate escalation process.

Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, meeting commitments and arrival times. Understand customer's business and competitive environment.

Compliance

Adheres to established training, quality, and safety requirements.

Manages company assets effectively in accordance with established GE HealthCare processes and guidelines including labor time, parts ordering and returns, tools and test equipment calibration, purchase orders, business expenditures, etc.

Performs all administrative duties within established regulatory timeframes (e.g. computer base training, SR/dispatch closing, PM checklist submission, Travel and expense reports, Field Modification Installation, preventative maintenance, installation documents, site and service documentation, and other related paperwork.

Maintain effective quality systems and programs compliant to the GE Service Quality Policy Statement.

Teamwork

Adopt, develop and implement best practices.

Proactively schedules activities & makes him/herself available to assist others.

Seeks out opportunities to increase capability and capacity (i.e. may be required to become qualified in multiple modalities, learns new tools). Assists in identifying training gaps within the team.

Actively seeks to mentor others.

Actively participates as a member of regional work team and works to improve team processes.

Qualifications/Requirements

Degree in Electronics Engineering, Computer Engineering, Information Technology, Biomedical Engineering or equivalent.

Minimum of 5 years field service experience

Excellent problem solving skills, able to think outside the box

Strong sense of accountability and ownership over customer issues and willingness to learn new techniques

Excellent customer service skills; able to deal tactfully and effectively with customers

Excellent verbal and written communication skills in English.

A good team player and can work seamlessly with cross-functional teams

Highly mobile and willing to be relocated anywhere in the Philippines.
This position will be based in NCR

Inclusion and Diversity

GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

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