Job Description Summary In this role, the Field Service Representative (FSR) will be responsible for driving customer satisfaction through service excellence and meeting the daily service repair needs of Diagnostic Imaging and Clinical equipment including (but not restricted to) Ultrasound, XRAY and Nuclear Medicine.Based out of the Ottawa Valley / Kingston region (flexible) this role will service hospital and medical clinic sites within the area along the 401 highway from Cobourg through to Cornwall / Ottawa / Hawkesbury etc.The role requires frequent travel and may require occasional overnight time away from a home base. Flexibility to be away for multiple overnight stays is essential.Job DescriptionMAJOR RESPONSIBILITIES:Provide direct technical service on customers installed base equipment, including preventative and remedial service, installation, calibration to factory and customer specifications, and the completion of all required documentation to meet government, business and audit requirements.Provide technical support outside of normal business hours and be available for call if required.Provide technical service (emergency, remedial, and preventative), screening, documenting service calls, and analyzing service history.Manage repair parts cycle times to business targetsMaintain customer service logs and internal service recordsMaintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfactionMaintain tools and test equipment properly and ensuring they are calibratedMeet Quality Management System and Environment Health and Safety requirementsUtilize the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solvingParticipate in sales opportunities such as contract renewals and assist with promoting and implementing revenue programsIntegrate 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, Technical Account Manager, and Account Manager at technical and business levels to provide efficient service delivery in customer accounts within assigned areaQUALIFICATIONS:Technical Diploma or Degree in either Electronics Engineering, Physics, Computer Sciences, OR equivalent experience & training.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 experienceExcellent analytical and communication skills (written and verbal) with the ability to communicate complex technical issues in an easy-to-understand mannerTechnical and troubleshooting skillsExceptional interpersonal skills and organizational skillsBoundaryless behavior able to work with a diverse team across multiple functionsStrong ability to execute independent judgment in support of a teamAn ability to work independently of direct supervisionExperience responding effectively to customer concernsExperience interfacing with both internal team members and external customers as part of a solution-based service processMust have a valid driver's licenseMechanical Aptitude and expertise with hand tools etc.The role also requires that the individual selected can travel to and from the USA for training at our healthcare institute.All candidates must possess either Canadian Citizenship or have Permanent Residence at time of application to be considered.DESIRED:Experience servicing GE Healthcare equipment as well as GE Provided modality training.Previous experience servicing Diagnostic Imaging equipment.Demonstrated ability to manage difficult customer situations.Demonstrated excellence with customer communication.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.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.#LI-MA4Additional InformationRelocation Assistance Provided: No
