Remote Support Engineer ARC & MIC

Job description / Role

Role Summary:

Provide technical support and counsel to field technicians and customers experiencing system performance issues. It is the technical resource for all service-related questions about the product or product family.

Essential Responsibilities:

- Providing remote and on-site technical support to FSE's and Customers across Africa
- Utilization of the GEHC escalation process as needed, working closely with Local Customer Team (LCT) and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner
- Driving Material and Purchased Service cost improvement initiatives for the modality
- Coaching and training for FSE's to insure that technical and customer skills are up to date and meet the needs of the business
- Ensure completion of all field modifications instructions (FMI's) within prescribed timeframe
- Drive CSO closure and escalations in direct and indirect operations
- Own & drive product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support & SD readiness
- Quality Specific Goals:
- Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position
- Complete all planned Quality & Compliance training within the defined deadlines
- Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization
- Identify and report any personal quality or compliance concerns immediately to the Quality Organization
- Ensure timely dispatch closure
- Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible

Requirements

Qualifications/Requirements:

- Bachelor of Science or Biomedical degree or equivalent knowledge or experience
- Minimum of 4 years of field service experience, to include 3 years of specific modality experience
- Minimum of 3 years of troubleshooting GE MIC & ARC equipment
- Knowledge of relevant clinical applications
- Previous problem solving experience
- Flexible to travel frequently across Africa for different support and training needs

Desired Characteristics:

- Bachelor's degree in Electrical Engineering or Electrical Technology or equivalent knowledge or experience
- Strong communication and team work skills; proven ability to lead and influence teams
- Strong prioritization and organizational skills
- Prior experience working with Word, Excel and PowerPoint
- Strong prioritization and organizational skills
- Self-starter

About Us: GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE's mission and deliver for our customers.

About the Company

GE is a diversified technology, media and financial services company, dedicated to creating products that make life better. From aircraft engines and power generation to financial services, medical imaging, television programming and oil and gas, GE operates in more than 100 countries and employs over 300,000 people worldwide.

GE's Oil & Gas business is a leader in the development and delivery of advanced product and service offerings for the global oil and gas industry. As a consequence of the rapid expansion of its technology base, GE's Oil & Gas is capable of addressing the largest and most complex engineering and application challenges entirely from its own worldwide resources. So whether it's the world's largest LNG compression trains, re-injection of high sulfur gas, enhancing the safety and productivity of the world's oil and gas pipelines, or equipment for the production of oil and gas from harsh environments, GE is leading the charge.