General Electric Technical Support Engineer - Toshiba Vascular & General X-Ray in Waukesha, Wisconsin
Job Description Summary
As a Technical Support Engineer (TSE I), you will be the technical resource for service-related escalations supporting X-ray and Vascular for Toshiba; and will be responsible for driving customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Engineers (FEs), Client Service Technicians (CSTs), and Customers experiencing system performance issues.
At GE Healthcare, our machines, our software, our solutions, our services, and our people make a genuine difference to medical professionals and patients all over the world. That’s because we never lose sight of what healthcare really needs—the human touch.
Provide remote and on-site technical support for Toshiba Vascular and general X-ray products.
Use successful, effective field experience and knowledge to provide technical support to FE’s, CST’s, and customers that may include both remote and onsite support.
Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status.
Utilize the GEHC escalation process as needed, working closely with local customer and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner.
Utilize “Gameplan” tool to drive Service effectiveness. Contribute knowledge to
the Problem Solution Database (PSDB).
Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required.
Support Material and Purchased Service cost improvement initiatives for the modality.
Within project engagement, act as a change agent/ field "advisor" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support.
Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth.
This may include leveraging service capabilities by increasing the number of customer systems connected to the internet to improve remote troubleshooting and remote fix rates.
Work with Modality / Service Engineering, Product Engineering and field support specialists to drive product quality, serviceability, and resolve formal customer escalations.
Coach and train FE's to ensure that technical and customer skills are up to date and meet the needs of the business. On occasion may serve as subject matter expert (SME) for FE modality training through the Service Quality Standard (SQS) training curriculum.
Identify field process improvements such as pre
PM work, 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 hazardous/ non-hazardous complaints via Trackwise.
Travel to customer sites and support installations, FMIs and customer escalations (CSOs).
Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience, knowledge of legacy (insert modality) products. Knowledge and experience using Common Service Desktop, CRM and other remote tools as required.
Minimum 5 years of engineering experience as an FE II and/or FE III, or the equivalent external to GE with regards to the repair and maintenance of X-ray and Vascular systems; demonstrated ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems
High School Diploma/GED AND 8+ years of experience servicing mechanical and/or electrical equipment,
Associate’s or Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND 5 years of experience servicing mechanical and/or electrical equipment
Equivalent military education to Associates or Bachelor's degrees AND 5 years of experience servicing mechanical and/or electrical equipment.
Must have consistently performed as an FE II, or an FE III, or the equivalent external to GEHC for a period of 5 years before consideration
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.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://assets.phenompeople.com/CareerConnectResources/GE11GLOBAL/en_global/desktop/assets/images/poster_screen_reader_optimized_w_supplement.pdf) . 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.
GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: No