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General Electric Field Service Engineer - MR/CT (Midlands) in Unspecified, United Kingdom

Job Description Summary

The MVS modality forms a key strategic direction of the business with the successful candidate gaining visibility and driving direction of the modality and ultimately supporting growth. This person is responsible for providing expert field support services for products for both customers and GEHC Field Engineers. Provide first response and remote solutions to customers experiencing technical systems difficulties and also support customer and FEs remotely where required.

Job Description

Key Responsibilities/essential functions include:

  • Divide time between field service activity (with MR/CT bias) and support function

  • Helping achieve “live in 5” response time for all customer calls,

  • Contributing knowledge and maintaining problem solution database (PSDB),

  • Championing Productivity Programs (VOLC, Remote, FRFT, etc.),

  • Acting as change agent and field "expert" for these programs, monitoring NPI and M3 Product Performance. This includes data gathering and linking with the Modality Engineering groups to drive product quality and serviceability,

  • Identifying Field Process Improvements, for example, pre PM work - improve on PM cycle time, remote TTR work, field Based Technical training to support use of Remote Diagnostic troubleshooting tools and processes in the field, identify field quality improvements to include; PQR's and PSR's, support Installation and customer escalations (CSOs) at customer sites.

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.

  • Insure timely dispatch closure.

  • Insure completion of all field modifications instructions (FMI’s) within prescribed timeframe.

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

Required Qualifications: Minimum OEM Modality specific Trained experience with the repair and maintenance of systems, demonstrated ability to handle/resolve difficult technical issues and expert level knowledge in applicable systems.

Preferred Qualifications :

  • 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

  • Ability to drive improvements in efficiency

  • Knowledge/experience with the healthcare industry

  • Proficient in Microsoft Office Suite, Excellent computer skills, Networking ability

Leading & Relating to Others: Establishes good relationships with customers and staff. Builds wide and effective networks of contacts inside and outside the organization. Relates well to people at all levels. Manages conflict.

Shares Expertise: Applies specialist and detailed technical expertise. Develops job knowledge and expertise through continual professional development. Shares expertise and knowledge with others. Uses technology to achieve work objectives. Demonstrates an understanding of different organizational departments and functions.

Organizing & Executing: Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity. Works in a systematic, methodical and orderly way. Consistently achieves project goals. Takes responsibility for actions, projects and people. Takes initiative, acts with confidence and works under own direction. Initiates and generates activity.

Communicating: Speaks clearly and fluently. Expresses opinions, information and key points of an argument clearly. Makes presentations and undertakes public speaking with skill and confidence. Responds quickly to the needs of an audience and to their reactions and feedback. Projects credibility.

Coping with Pressure: Works productively in a pressurized environment. Keeps emotions under control during difficult situations. Balances the demands of a work life and a personal life. Maintains a positive outlook at work. Handles criticism well and learns from it.

Supporting & Cooperating: Demonstrates an interest in and understanding of others. Adapts to the team and builds team spirit. Listens, consults others and communicates proactively. Supports and cares for others. Upholds ethics and values. Appropriately follows instructions from others without unnecessarily challenging authority. Follows procedures and policies. Compiles with legal obligations and safety requirements of the role.

Embracing Change & Demonstrating Enthusiasm: Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations. Works hard and puts in longer hours when it is necessary. Identifies development strategies needed to achieve career goals and meet new or changing demands of the job.

Commercial Thinking: Keeps up to date with competitor information and market trends. Identifies business opportunities for the organization. Demonstrates financial awarene

Additional Information

Relocation Assistance Provided: No