Job Description Summary

In this role, you’ll be responsible for providing on-site and remote support to internal and external customers using applicable technology and remote tools. You’ll also act as the Technical focal point for Radio-Pharmacy modality within the region, for all major modality initiatives within New Product Introduction (NPI).

You’ll be utilising all tools available to help drive Remote Fix Rate (RFR) and First Call Resolution (FCR), proactively support customer service / satisfaction initiatives within the Region, provide technical support to Zone Service Managers, Field Service Engineers, and the Sales Force throughout the region as well as develop the technical expertise of field service engineers.

Job Description

Responsibilities

• Deliver on the Case Management approach for Hard Down systems, utilising tools, and resources to ensure minimal down time for customers.
• Support the Customer Service Opportunity (CSO) process utilising and developing strong global networks to achieve quality outcomes for Northern Europe (NE) customers.
• Project leadership in areas such as product serviceability and reliability and quality trend analysis.
• Provide feedback to Service Engineering/Manufacturing to address ongoing quality issues and be up to date on technical aspects in relation to remote service.
• Maintain up-to-date knowledge of modality products, service expertise, and tools.
• Support NPI & End of Life (EOL) programs in partnership with modality and commercial teams.
• Support the deployment phase of Field Modification Instruction’s (FMI’s) and ensure delivery teams are equipped to execute.
• Provide on-site technical support to internal and external customers where required, supporting complex troubleshooting and Installation tasks.
• Provide technical support to the region as required.
• Be part of the RSE/RSL team taking customer calls and performing site visits.
• Technical: trouble-shooting all models specific to the modality.
• New Product Introduction (NPI) interface with the Region.
• Monitor pilot products.
• Increase technical expertise of Field Engineers, set standards, Mentor, and support On Job training (OJT).
• Transfer technical information received from experience, Regional Service Engineers Network in Europe, Service Modality Leader, or On-Line Centers.
• Provide technical support to Service Modality Leader to identify opportunities for better cost / service delivery performance.
• Train and support ROLEs within the Radio-Pharmacy Modality
• Support the Service Modality Leader in driving Modality initiatives, Test Equipment, and training.
• Maintain an effective Quality System and comply with the requirements of ISO 9001, the Quality Policy and documented processes. Promptly escalate any quality or integrity issue.

Qualifications and requirements

• Proven and extensive experience within Radio-Pharmacy
• Strong customer-service skills
• Excellent analytical skills.
• Project management skills.
• Strong organizational skills.
• Strong problem analysis / solving skills.
• Strong interpersonal / customer skills.
• Ability to train / mentor others.

Desired skills

• Chemistry systems
• Highly motivated team-player with positive attitude.
• Ability to take on challenges quickly and effortlessly.
• Extremely high energy level / perseverance.
• Flexibility to meet the needs of a changing business environment.

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.

Behaviours:

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.

Total Rewards:

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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Additional Information

Relocation Assistance Provided: No

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