Field Service Representative

Job summary

The Field Service Representative provides direct technical service, including preventative maintenance and repairs, for medical imaging equipment at various hospital and clinic sites. They act as the primary point of contact for customers, ensuring service excellence, managing repair parts cycles, and maintaining accurate service documentation.

Job details

Job Description Summary GE HealthCare provides transformational medical technologies and solutions that are shaping a new era of patient care. As the Field Service Representative (FSR), you will be responsible for driving customer satisfaction through service excellence and addressing the daily service repair needs of at least one modality, with potential proficiency in multiple modalities. The FSR acts as the primary GEHC Services representative to the customer, resolving advanced service repair needs of designated equipment and enhancing customer satisfaction through Service Excellence. Based in Calgary AB, this role will service hospital and medical clinic sites throughout Alberta. Job Description Key Responsibilities: Provide direct technical service on customers equipment install base, including preventative maintenance, remedial service, field modification instruction, installation and calibration to factory and customer specification. Completion of all required documentation to meet government, business, and audit requirements. Provide technical support outside of normal business hours and be available for on call as required. Manage repair parts cycle times to business targets. Maintain customer service logs and internal service records. Maintain daily and timely communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction. Maintain tools and test equipment properly and ensuring they are calibrated. Meet Quality Management System and Environment Health and Safety requirements. Utilize the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving. Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs. Integrate into the hospital culture and work in conjunction with existing hospital resources to optimize the service delivery process for equipment covered under our Maintenance Service and Strategic Alliance Agreements. Develop an advisory and consultative role with your primary assigned hospitals. Liaise with local Field Customer Team, Area Service Leader, Market Service Director, and Account Manager at technical and business levels to provide efficient service delivery in customer accounts within assigned area Required Qualifications: Technical Diploma / Degree in Electronics or Biomedical Engineering or equivalent experience or training. Minimum of two years’ experience in Diagnostic Imaging Equipment Service. 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 behavior and 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 Canadian driver's license Mechanical Aptitude and expertise with hand tools etc. Candidate must be able to lift, carry, push, and pull up to 35 lbs. unassisted and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl Desired Qualifications: Experience servicing GE Healthcare and Canon/Siemens CT, XR, MR, PET, NM and UL equipment, along with GEHC and OEM-provided modality training. Previous experience in servicing diagnostic imaging equipment, including CT, XR, MR, PET, NM and UL Proven ability to manage difficult customer situations. Demonstrated excellence in customer communication. #LI-BI1 #LI-Remote Additional Information Relocation Assistance Provided: No

What you’ll do

The Field Service Representative provides direct technical service, including preventative maintenance and repairs, for medical imaging equipment at various hospital and clinic sites. They act as the primary point of contact for customers, ensuring service excellence, managing repair parts cycles, and maintaining accurate service documentation.

Requirements

Candidates must possess a technical diploma or degree in Electronics or Biomedical Engineering and at least two years of experience in diagnostic imaging equipment service. Strong analytical, communication, and interpersonal skills are required, along with a valid driver's license and the physical ability to perform equipment maintenance tasks.

Listed skills

• Customer service · Preferred
• interpersonal skills · Preferred
• Root Cause Analysis · Preferred
• Communication Skills · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Diagnostic Imaging Equipment Service
• Technical Troubleshooting
• Preventative Maintenance
• Customer Service
• Analytical Skills
• Communication Skills
• Mechanical Aptitude
• Root Cause Analysis
• Calibration
• Field Modification
• Interpersonal Skills
• Organizational Skills
• Technical Support
• Equipment Installation
• Hand Tools
• Empathy
• Technical Issues
• Supervision
• Lifting Ability
• Valid Driver's License
• Quality Management Systems
• Auditing
• Biomedical Engineering
• Communication
• Customer Communications Management
• Electronics
• Equipment Service Management And Rental
• Sales
• Field Service Management
• Leadership
• Health Technology
• Interpersonal Communications
• Problem Solving
• Radiology
• Strategic Alliance
• Technical Services
• Troubleshooting (Problem Solving)
• Environment Health And Safety
• Test Equipment

Job areas

• Healthcare
• Customer Service & Support
• Engineering
• Technology
• Field Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives