Field Service Engineer 3 - Connecticut/West Massachusetts

$79,040 - $118,560/Yr

GE Healthcare

Full-time - Mid Level

Chemical Manufacturing

About the position

The Field Engineer III is responsible for performing preventative maintenance, installations, troubleshooting, and repairs on medical equipment for CT/PETCT/NM modalities within healthcare systems in Connecticut and Western Massachusetts. This role involves advanced technical skills, customer interaction, and leadership responsibilities, including mentoring less experienced engineers and managing customer relationships to ensure satisfaction and operational efficiency.

Responsibilities

• Perform advanced troubleshooting and repair on assigned equipment.
• May also perform installation, validation and maintenance on assigned equipment.
• Lead, instruct, and assist less experienced Field Engineers and provide coaching and feedback to team members.
• Lead communications with customers and serve as escalation point for customer-related concerns including installs.
• Own customer issues from dispatch or identification of issue to resolution.
• Proactively engage with other team members to ensure they are aware of status of all issues at all times for their designated customers.
• Lead and communicate HQ and Zone or Area-level initiatives.
• Co-lead regular team or modality meetings as required.
• Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.
• Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner, ordering repair parts, and managing cycle times.
• Utilize the GEHC escalation process, as needed, and work closely with region and national support to define and implement corrective action plans to resolve customer issues in a timely manner.
• Effectively communicate and partner with teammates and colleagues.
• Serve as a member of the account community for key accounts.
• Effectively engage commercial counterparts, identify potential sales leads, participate in sales opportunities such as contract renewals, and assist with promoting and implementing revenue programs.
• Keep up to date with competitor information and market trends.
• Demonstrate strong commercial acumen.
• Assist Area Service Manager or Director of Service in creating growth and/or deployment strategies.
• May include application training of clinical or scientific staff on designated equipment.

Requirements

• Associate's or Bachelor's degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and 8+ years of experience servicing Medical Imaging equipment; OR equivalent military education and 8+ years of experience servicing Medical Imaging equipment; OR High School Diploma/GED and 10+ years of experience servicing Medical Imaging Equipment.
• Experience interfacing with both internal team members and external customers as part of a solution based service process.
• Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
• Experience troubleshooting and responding to customer concerns.
• Experience with Web applications as well as Microsoft suite of products.
• Legal authorization to work in the U.S. is required.

Nice-to-haves

• Experience with medical imaging equipment in a clinical setting.
• Familiarity with customer service best practices.
• Knowledge of market trends in medical technology.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Paid time off
• 401(k) plan with employee and company contributions
• Life insurance
• Disability insurance
• Accident insurance
• Tuition reimbursement
• Relocation assistance