Field Service Representative

Description de l'offre

3400122
Career Level

Entry-Level
Relocation Assistance

No
Business

GE Healthcare
Business Segment

Healthcare Global Services
Function

Services
Country/Territory

Canada
Additional States/Provinces

Quebec
Role Summary/Purpose

Le FSR devra repondre aux besoins quotidiens de reparation des appareils de tomographie, d’IRM & de radiographie diagnostique & assurer la satisfaction de la clientele selon les rincipes
GE de satisfaction de la clientele. Base a Montreal, ce poste desservira la grande region de Montreal, ainsi, que la Rive-Sud & la Rive-Nord. Ce poste peut necessiter des deplacements dans des hopitaux/cliniques eloignes de la region de Montreal, ce qui peut necessiter une nuitee hors du domicile.
Essential Responsibilities

Le poste exige egalement que la personne selectionnee puisse se rendre aux Etats-Unis et en revenir pour pouvoir aller suivre nos formations dans notre centre de formation.
The FSR will be responsible for driving customer satisfaction through Service Excellence & meeting the daily service repair needs of Diagnostic Imaging & Clinical equipment. Based out of
Montreal, this role will service hospital & clinic sites across the Montreal region, the South Shore & North Shore. The role may require travel to remote hospitals/clinics within Quebec which could require overnight time away from a home base. The individual will be required to travel to and from the USA for training at our healthcare institute.

RESPONSABILITES PRINCIPALES DU POSTE :
•Support technique du parc d’equipements des clients, en assurant notamment un service preventif, correctif, installation & etalonnage selon les specifications de l’usine, ainsi que la
preparation de la documentation requise pour repondre aux exigences gouvernementales, operationnelles & de conformite
•Au quotidien, fournir un support technique (urgence, reparation & prevention), depistage, consignation des appels de service & analyse des dossiers de service
•Gestion de l’approvisionnement des pieces de rechange selon les objectifs d’operations
•Tenue ajour des bons de travail & des dossiers de service internes
•Maintien de communications quotidiennes avec les clients pour garantir la resolution & le suivi des problemes menant ala satisfaction de la clientele
•Entretien adequat des outils & de l’equipement d’essai & maintien de leur etalonnage
•Respect des exigences du systeme de gestion de la qualite & en matiere d’environnement, de sante & de securite
•Participation aux opportunites de vente, par exemple aux renouvellements de contrat, & a la promotion & ala mise en place des programmes de croissance
•Integration a la culture des hopitaux & travailler de concert avec les ressources hospitalieres afin d’optimiser le processus de support d’equipements en conformite avec nos criteres de services d’entretien & de partenariat strategique
• Le candidat doit etre reconnu comme possedant d’excellentes competences en matiere de service ala clientele & la capacite de communiquer efficacement avec tous les groupes, tant al’interne qu’al’externe

MAJOR RESPONSIBILITIES:
•Provide direct technical service on customers installed base equipment, including preventative & remedial service, installation, calibration to factory & customer specifications, & the completion of all required documentation to meet government, business & audit requirements
•Provide technical support outside of normal business hours & be available for call if required
•Provide technical service (emergency, remedial, & preventative), screening, documenting service calls, & analyzing service history
•Manage repair parts cycle times to business targets
•Maintain customer service logs & internal service records
•Maintain tools & test equipment properly & ensuring they are calibrated
•Meet Quality Management System & Environment Health & Safety requirements
•Utilize the escalation process to resolve customer service delivery issues & conducting root cause analysis that will lead to effective problem solving
•Participate in sales opportunities such as contract renewals & assist with promoting & implementing revenue programs
•Integrate into the hospital culture & work in conjunction with existing hospital resources to optimize the service delivery process for equipment covered under our Maintenance Service & Strategic Alliance Agreements
•Develop an advisory & consultative role with your primary assigned hospitals
•Liaise with local Field Customer Team, Technical Account Manager, & Account Manager at technical & business levels to provide efficient service delivery in customer accounts within assigned area
Qualifications/Requirements

•Diplôme technique en génie électronique ou l’équivalent. (DEC)
•Au minimum cinq années d’expérience pratique en entretien d’équipement d’imagerie diagnostique.
•Haut niveau de compétence en service à la clientèle, expérience confirmée et empathie dans les relations et le service auprès de la clientèle.
•Excellentes habiletés d’analyse et de communication (écrites et orales), incluant la capacité de décrire des enjeux techniques complexes dans un langage accessible.
•Capacité de travailler de façon autonome, sans supervision directe.
•Permis de conduire valide.

•Technical Diploma in Electronics Engineering or equivalent experience or training.
•Candidate should have a proven track record of superior customer service skills and the ability to effectively communicate across multiple levels, both internally and externally.
•Demonstrated customer contact/empathy/service experience.
•Excellent analytical and communication skills (written and verbal) with the ability to communicate complex technical issues in an easy to understand manner.
•Technical and troubleshooting skills
•Exceptional interpersonal skills and organizational skills.
•Boundaryless behaviour able to work with a diverse team across multiple functions.
•Strong ability to execute independent judgment in support of a team.
•An ability to work independently of direct supervision
•Experience responding effectively to customer concerns
•Experience interfacing with both internal team members and external customers as part of a solution based service process.
•Must have a valid driver's license.
Desired Characteristics

• Bilinguisme fonctionnel (anglais/français).
• Expérience dans l’entretien d’appareils d’imagerie diagnostique GE ou autre.
• Expérience dans l’entretien d’appareils de radiologie CR et mammographie numérique et
analogique serait un atout.
•Experience servicing GE Healthcare equipment or Multi-vendor experience.
•Previous Diagnostic Imaging service experience in multiple modalities would be a definite asset.
•Previous experience in Life Support Systems and or Biomedical Equipment service would be a
definite asset.
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 GE’s mission and deliver for our customers. www.ge.com
Primary Country

Canada
Primary State/Province

Quebec