Online Engineer (OLE), DGS

Job description

3190274
Additional Cities

Jakarta
Career Level

Experienced
Relocation Assistance

No
Business

GE Healthcare
Business Segment

Healthcare Global Services
Function

Services
Country/Territory

Indonesia
Postal Code

12430
Role Summary/Purpose

You will be responsible for providing remote technical support services for all equipment models specific to a modality for both customers, GE Field Engineers as well as Indirect Channel Partner engineers. You are to proactively monitor and remotely fix technical problems, develop a strong working relationship with both customers, modality and country field teams (FE’s and CP’s) and act as a change agent and champion driving improvement initiatives in the Service Delivery framework.
Essential Responsibilities

This role will report to the ASEAN Technical Operations Leader - DGS.

DGS Modality includes Vascular, Surgery, Mammo and X-Ray Products.

Key Responsibilities/essential functions include:
• Owning and executing the remote support startegy for the DGS service business across ASEAN. Championing not only the remote fix strategy but also other programs linked to remote monitoring and service delivery.
• Closely partnering with country, modality and HPM teams to educate and promote our remote strategy with customers in both the direct and indirect markets.
• Responsible for achieving and exceeding remote fix goals per country and per region. Ensure when remote fixes are not possible high confidence level, detailed “Gameplans” are developed to ensure we achieve and exceed FCR targets.
• Championing productivity intitiatives (FCR, 2nd Opinion, outlier analysis, etc.) acting as change agent and field expert for these programs.
• Together with the ASEAN Connectivity Leader, own the connectivity strategy and execution for all applicable ASEAN DGS systems during pre- and post-installations.
• Provide expert onsite technical support during installations, technical escalations and customer management activities as and when needed.
• Be the change agent to adopt and implement new service strategies linked to remote and onsite pro-active and re-active service activities (pre-PM checks, remote servicing, pro-active monitoring, etc.)
• Support the MSL and TOL to drive the technical escalation process (CSO) as needed, working closely with the field, regional and global modality teams to define and support the implementation of corrective actions to resolve customer issues in a timely manner.
• Develop coaching and training initiaitves for FSE's to ensure that their remote and modality technical skills are up to date and meet the needs of the business and region.
• Own and lead specific projects linked to but not limited to areas such as reliability, product quality trend analysis, remote connectivity and efficiency as well as technical competency.
• Partner with global teams including Modality, OLC, Productivity, Engineering and Application teams to facilitate faster issue resolution and drive improvements in DGS service delivery across the region.
• Support the MSL and TOL to ensure successful DGS NPI deployments across the region championing install support, tool readiness, technical training needs validation and spare parts availability.

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.
• Identify and report any personal 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.
• Identify and report any EHS concerns immediately to the EHS leader.
Qualifications/Requirements

• Bachelor’s degree or associate degree and a minimum of 5 years DGS field service support experience or high school diploma and a minimum of 10 years DGS field service support experience.
• Familiar with all the remote connection tools e.g. Siebel including tools like telnet, SSH, FTP, etc.
• Demonstrated problem solving capability in tense and time crucial situations.
• Strong and well defined customer management skills.
• Exceptional verbal and written communication skills with both customers as well as field teams
• Demonstrated team player characteristics
• Proven ability to lead initiatives across functions and cross-cultural countries
• Efficient influencing skills to lead customer and field engineer behavior and cultural change linked to remote initiatives
• Travel ability up to 20%

Preferred Qualifications:
• Green Belt certified or Lean Six Sigma trained
• At least 3 years of Vascular systems field service experience.
• Demonstrated ability to drive change and process efficiency improvements
• Previous mentoring experience with field teams to drive cultural change around service initiatives
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

Indonesia
Primary State/Province

Java
Primary City

Jakarta