Product Support Specialist

Job Description Summary

Job Description

Reporting to the Regional Field Service Manager, the primary responsibility of the Product Support Specialist is to provide Field Service technical support activities including installation, repair, preventative maintenance, and software upgrades. Ensures the highest level of field service to customers as the industry leader in intraoperative ultrasound systems. This is a Field Service Engineering based role which requires daily travel and technical skills.

Responsibilities:

• Territory: AZ, CO, NM, UT, WY - MUST RESIDE WITHIN Denver, CO Area

• Installs and sets up intraoperative ultrasound equipment which includes systems and transducers at customer location, preparing equipment for clinical use.

• Installs or replaces parts to repair equipment as well as other components according to manufacturer specifications.

• Operates systems and software to analyze malfunctions, resolve problems, and return equipment to optimal performance.

• Performs recommended preventive maintenance, calibration, and certification according to manufacturer specifications.

• Interprets service manuals and uses standard test instruments and hand tools.

• Consults with customers to advise on best practices for equipment maintenance.

• Apply customer management skills and expertise to manage and resolve customer needs.

• Advises management regarding customer satisfaction, product performance, and suggestions for product improvement.

• Provides phone support and troubleshooting assistance to customers according to service policy.

• Identify and escalate priority issues per Quality specifications.

• Accurately process and record customer requests using company designated CRM software.

• Deliver and facilitate training to Biomed/Clinical Engineering departments, as required.

• Participates in an on-call schedule responding to customer calls during non-business hours which includes weekends, holidays and after-hours.

• Prepare service documentation to meet Company requirements and support regulatory compliance.

• Responsible for all inventory items provided and utilized for servicing equipment, advising management when inventory items are at the minimum level.

Qualifications

• Associates degree in Biomedical Engineering, Electrical Components or related technical degree. Bachelor’s degree preferred.

• In lieu of an Associates or Bachelor’s degree, a minimum of 2 years experience in the medical device industry, field service engineering, customer facing repair, product maintenance, or medical device remote support. 4 years is preferred.

• Computer expertise, familiarity, and demonstrated expertise with hardware and software troubleshooting.

• Self-motivated, takes initiative, and the ability to work independently, without direct supervision.

• Strong oral and written communication skills with a professional and confident demeanor.

• Attention to detail, analytical and problem-solving skills.

• High passion and comfort level with software and technology in general.

• Ability to Travel up to 75%.

• Will be required to register and maintain compliance with one or more vendor credentialing organizations as deemed by various customer hospitals/health systems

Additional Information

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

Relocation Assistance Provided: No