Job Description SummaryIn 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  targets

Maintain  customer  service  logs  and  internal  service  records 

Maintain  daily  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, Technical Account Manager, and Account Manager at technical and business levels to provide efficient service delivery in customer accounts within assigned area

QUALIFICATIONS:

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 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 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 driver's license

Mechanical 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.

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Additional Information

Relocation Assistance Provided: No