Summary The Senior Field Service Engineer is responsible for developing and maintaining strong interpersonal relationships with customer representatives, team members, applications team, online engineering (OLE) team, regional and modality support teams maximising customer satisfaction and maintaining all equipment models specific to a modality or modalities in the assigned area. GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world. Job Description Key Responsibilities/essential functions include: Leadership Business: Assist Service Delivery Manager (SDM) to maintain business operations and hygiene by helping to maintain install base (IB), preventive maintenance (PM), Field Modification Instructions (FMI) and install scheduling, resource loading and providing feedback about training needs and competency of the team. Be able to produce reports tracking team performance against key performance indicators. Have an understanding of service revenue streams and drivers for cost to serve. Development: Be involved in team's development and liaise with SDM for timely execution of planned development. Coaching and mentoring of engineering team within their assigned area. Team: Assist Service Delivery Manager (SDM) by encouraging team bonding, togetherness and building positive morale. Deliver collaborative approach to drive multi-modality Administration: Ensures timely execution and completion of field modification instructions (FMIs) and PM inspections and compliant documentation for assigned accounts. Role models real time debriefing and other initiatives. Assists with team audits to ensure compliance. Develop and highlight best practices to reduce administration tasks associated with Field Engineering Productivity: Championing and leading productivity initiatives through the involvement in operational projects and promoting adoption of new initiatives amongst the technical team Change Projects: Assist in change projects as required e.g. implementing software or IT tools / Connectivity projects. Assist FE team in implementation of projects. Lead and influence projects such as increasing remote connectivity, field remote fix rate, first call resolution. Provide and demonstrate the 'Why, whats in it for me" to the team. EHS: Promote positive safety culture amongst the team, highlight and address safety concrens, ensure team are adequately resourced to work safely Quality: Lead all aspects of field quality through liasion with SDM, regional service engineer (RSE), modality experts, OLE as required. Customer Customer Service: Develop key customer relationships ensuring customer satisfaction. Manage customer expectations and escalations in timely manner. Attend customer meetings to assist SDM in the designated modality Customer satisfaction: Regular interface with customers on equipment status issues, resolution timeframe and workarounds. CSO: Actively involved in modality customer service opportunities (CSO's) - pushes for timely resolution to customer satisfaction. Resource Deployment: Coordinating day-to-day resource deployment to meet customer requirements and contractual obligations focusing on prioritising contract customers. Franchise: Partner with Sales and applications team for customer visits and identify upskill opportunities horizontally across the team. Support franchise growth and communicate business strategy across the team Technical Engineering: Maintain all models specific to a modality in the assigned area. Establish as local level technical escalation focal point and support to team members for escalations, Installation projects and reactive service. Providing technical escalation support for primary modalities prior to RSE involvement. Installation: Play a leading role in installations for new IB. Partner with the equipment, Project Management & Applications team to deliver on time, compliant installation projects in line with quality systems and programs compliant with ISO 9001 standard, according to the GE Service Quality Policy Statement. Leading complex installations and collaborating with the equipment and sales teams to develop achievable installation milestones Remote service: Champion remote connectivity initiatives to maximise remote system resolution. Upskill team and own remote connectivity strategy with RSE's, OLE's and Technical Operations team. Leadership: Lead and deploy productivity programs across the designated modalities. Share best practice and identify further improvement opportunities to deliver more efficient service to customers Training: Carry out formal FE and Customer training as required, assist in adhoc training initiatives Quality CSO Management: Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization. Attend CSO calls as required. Compliance: Identify and report any personal quality or compliance concerns immediately to the Quality Organization. Ensure all regulatory requirement are indetified and are being actioned. Continuious Improvement: Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible. Personal: Complete all planned Quality & Compliance training within the defined deadlines. 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 Healthcare Sector Australia and New Zealand - Vaccine for Preventable Diseases Depending on location, it is mandated or are intending to mandate that contractors who enter healthcare sites must be able to provide evidence of vaccination for vaccine preventable diseases (VPDs) prior to working at their premises. GE Healthcare does have an EHS Medical Services Program. We have an immunisation and vaccination program covering any GE Healthcare employee who is required to enter a site and conduct work where there is the likelihood of potential exposure or acquisition through respiratory means to VPDs. To ensure your risk is minimised, you may be required to provide evidence of immunity /vaccination prior to commencing with GE Healthcare in such locations where it has been mandated. Equally you may be required to provide evidence of vaccination post-employment, in the event that further sites mandate this requirement. Required Qualifications: Bachelor's degree, Associate Diploma of Biomedical Engineering, or equivalent with demonstrated technical leadership, operational or analysis experience in the technical, healthcare or business environment or equivalent, or Certificate of Electronic Engineering or equivalent trade with solid field experience Relevant licenses as required by Federal or State Legislation (eg: Electrical Licenses, Radiation License) and Work Cards (eg: White Card). Licenses can be obtained after successful application however, must be eligible to receive The role will have a strong focus on medical IT systems. Skills in TCP/IP, WIFI and medical networks is desirable. GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. 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. Flexible working options and flexible hours Competitive salary bonus car allowance or company car 5 weeks leave (ask about "take 5") Generous leave & family policies Long term career opportunities (locally and globally) Generous discounts for goods & services via our employee benefits program (think travel, entertainment & shopping) This was recently rated as one of our employees favourite benefits Women and indigenous candidates are strongly encouraged to apply. Please note that to be considered for this position you must have unrestricted working rights for Australia and be prepared to undergo a background check which includes a police check. All GE HealthCare employees are required to be fully vaccinated for Covid-19. LI-BA1 LI-ONSITE LI-HYBRID