Role Overview
This position serves as a technical advisor to field engineers across the USCAN region, focusing on strengthening technical performance and service delivery. As a bridge between regional operations and central support teams, the engineer leverages remote diagnostics and systemic insights to improve field effectiveness and customer outcomes.
Key Responsibilities
- Act as a primary technical liaison between regional field engineers and centralized support functions.
- Monitor and guide responses to automated system alerts, ensuring timely and effective resolution.
- Use remote platforms—including RSvP, SynerGE, Gameplan, and CRU workflows—to enhance service quality and efficiency.
- Support field teams with advanced troubleshooting, technology adoption, and resolution of escalated customer issues.
- Engage on-site when needed for installations, critical support, or direct customer escalations.
- Maintain and contribute to the Knowledge Management System (KMS), ensuring accurate and accessible technical documentation.
- Lead or participate in process improvement initiatives, including cost efficiency and productivity projects.
- Advocate for change initiatives and support the rollout of new product introductions within the field.
- Collect and analyze field data to inform product design improvements related to installation, reliability, and serviceability.
- Identify opportunities to increase first-time fix rates and streamline field processes.
- Assist in technical training delivery and promote the use of remote diagnostic tools across qualified personnel.
- Support strategic deployment of the Service of Tomorrow framework.
- Investigate cost outliers and collaborate with local teams to develop corrective action plans based on system history.
Required Qualifications
- At least 10 years of hands-on service engineering experience with GEHC systems in a specific modality.
- Proven expertise in diagnosing and resolving complex technical challenges in healthcare equipment.
- Strong ability to manage multiple remote troubleshooting cases simultaneously.
- Excellent communication skills for interacting with customers and technical teams.
- Capacity to remain composed during high-pressure situations.
- Willingness to travel up to 20% or more to customer locations and training centers.
- Flexibility to work non-standard shifts when necessary for coverage during holidays, vacations, or emergencies.
- Proficiency with tools such as Excel, email, and PowerPoint for service analytics and reporting.
- Demonstrated ability to identify and implement efficiency improvements.
Preferred Qualifications
- Degree in engineering or a related technical field (2- or 4-year).
- Familiarity with GE HealthCare products specific to the supported modality.
- Customer-focused mindset with a commitment to service excellence.
- Early adopter of digital and computer-based technologies.
- Collaborative team player with strong motivation and adaptability.
- Ability to anticipate issues and implement preventive solutions.
Work Environment
This is a hybrid position based in the Northeast U.S., covering Indiana through Maine and south to Virginia and Kentucky. Remote work is permitted, but regular travel (up to 20% or more) to customer sites and training locations is required.
Compensation & Benefits
- Annual salary range: $94,400 – $141,600
- Performance-based incentives, including cash bonuses and long-term incentives
- Medical, dental, and vision insurance
- 401(k) with company match
- Life, disability, and accident insurance
- Paid time off and tuition reimbursement
- Career development and global growth opportunities
- Supportive culture emphasizing collaboration, integrity, and innovation
Company Values
The organization promotes a culture built on transparency, accountability, and mutual respect. Employees are encouraged to lead with humility, act with integrity, and turn ideas into impactful solutions. Every perspective is valued in driving meaningful progress.
GE HealthCare is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, age, disability, veteran status, or other protected characteristics.
