Job Description

Summary As the Field Service Representative (FSR), you will maintain the service and support of medical diagnostic imaging equipment including but not limited to Nuclear Medicine (Functional Imaging) ; to evaluate, diagnose, repair and perform planned maintenance (PM), driving customer satisfaction through Service Excellence. Service area includes hospitals in and around Greater Toronto & Central Ontario region.

• The role may require travel to remote hospitals/clinics within Ontario which could require overnight time away from a home base. Flexible hours of work are required.
• The role requires some on call and after-hours support on a rotation basis.
• The role also requires that the individual selected can travel to and from the USA for training at our healthcare institute.
• All applicants must be legally able to reside and work in Canada.
• A current unrestricted Canadian Driving license is a requirement of this role.
• It is a condition of hire that any new employee or contract worker that will provide products or services to a GE Healthcare customer facility are fully vaccinated and provide proof of COVID-19 vaccination. All offers of employment are conditional upon the satisfaction of this requirement. "Fully vaccinated" means that any such person must have received two doses of a COVID-19 vaccination approved by Health Canada. The second dose of vaccine must have been administered at least 14 clear days before commencing employment.

Position Responsibilities:

• Independently evaluate progressively complex diagnostic imaging equipment.
• Perform troubleshooting and complete appropriate repairs, perform planned maintenance (PM) and calibrations, installations and FMIs.
• Work as a member of local team to provide efficient service delivery to all accounts within assigned area or region. Share on-call / pager responsibility.
• Document all repair actions and submit reports/summaries according to schedule. Maintain approved parts inventory. Manage service delivery processes in compliance with GE policies.
• Utilize the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving.
• Follow appropriate GE policies, procedures, hospital protocol and complete necessary documentation, meeting strict quality measurable metrics outlined in the contractually agreement between GE HealthCare and their customers.
• Maintain effective customer relations through communication, ensure resolution and proper follow-up, leading to customer satisfaction. Implement GE / customer facility contract, supporting business goals and objectives.
• Maintain tool and test equipment calibrations. Enhance and maintain technical knowledge of current standards, codes and procedures regarding safe and effective use of medical equipment through formal instruction. Adhere to EHS and quality procedures, participating in regular inspections and audits.
• Provide direct technical service on customer's 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 service calls if required.
• Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs
• Develop an advisory and consultative role with your primary assigned hospitals.

Required Skills:

• Excellent problem-solving and troubleshooting skills.
• Ability to work both independently and as a team, adhere to the accepted standards of personal conduct.
• Demonstrated commitment to continuing education and training.
• Ability to work in a fast paced environment.
• Strong written and oral communication skills.
• Ability to communicate with all levels of management is required.
• Ability to quickly learn and utilize various corporate or computer-based applications.
• Maintain cleanliness of work area/fleet vehicle.
• Ability to lift, carry, push, and pull up to 50 lbs. unassisted and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit and stand for long periods of time. Must also be able to reach at, above and below shoulder level, flex/extend neck and have good hand and finger dexterity.
• Demonstrated Mechanical Aptitude and expertise with hand tools etc.

Education Requirements:

• Graduate Technician or Technologists Diploma, Or, a degree in Electronics, Biomedical Engineering, Physics, Computer Science, or other related field, OR equivalent experience and training.
• A minimum of two years experience post graduation is required.

Desired:

• Experience servicing GE Healthcare equipment as well as GE Provided modality training.
• Previous experience servicing Diagnostic Imaging service experience in Nuclear Medicine equipment.
• Demonstrated ability to manage difficult customer situations.
• Demonstrated excellence with customer communication.
• Expertise and proficiency with computer based diagnostic tools, networking and basic IT.

Additional Information
Relocation Assistance Provided: No

Skills Required