Internal Customer/Field Support Specialist

Job Description SummaryEnsures first-class service operations process execution. Meets KPIs for field service operational metrics and Quality standards within assigned territory. Main point of contact and subject matter expert for all aspects of back-office field service support for service field engineers: parts, tools, service records, recalls, service quoting. Go-to teammate to help solve operational needs at field speed.
This is a remote role where you will work out of your home office.  The successful candidate will need to reside in the Pacific, Mountain, or Central Time Zones with the ability to work from home in a dedicated office space, free from distraction with a high-speed internet connection.
At GE HealthCare, our machines, our software, our solutions, our services, and our people make a genuine difference to medical professionals and patients all over the world. That’s because we never lose sight of what healthcare really needs—the human touch.

Job DescriptionRoles and Responsibilities:

• Drive the overall execution of the GEHC field service operations into all applicable processes including service records, parts, PMs, FMIs, and service tools.

• Responsible for timely and accurate quoting for OnDemand services.

• Main point of contact for field engineer onboarding and offboarding, ensuring all details within parts, tools, SRs, etc. retain continuity through transition

• Partner to the Area Service Leader, Manager of Service Operations, and Region operations Specialist to meet Daily Management goals.

• Work within all related systems: CRM, FX, web tools/reports, and legacy and Support Central systems to manage and complete all work.

• Handle all types of work submitted into the department whether Imaging, multi-vendor, or PCS as needed.

• Support proactive parts escalations and down customer system execution.

• Maintain install database accuracy by supporting field team and external customers via phone and email.

• Work closely with field service sales and service operations to resolve technical and process-related issues.

• Effectively manage and prioritize various projects with minimal supervision.

• Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy

• Complete all planned Quality & Compliance training within the defined deadlines

Required Qualifications:

• High School or GED equivalent minimum 2 years of experience in one or more of the following:  service operations, field support, order management or administrative/customer service.

• High proficiency in Microsoft Office Suite products (e.g., Word, Outlook, Excel,).

• Minimum two years' experience working with Microsoft Excel that includes sorting pivot tables and analysis

• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. 

Desired Qualifications:

• Bachelor's degree preferred

• Healthcare industry experience preferred

• Strong focus on customer care and satisfaction.

• Demonstrated ability to work under pressure and to meet deadlines and commitments.

• Strong oral and written communication skills.

• Ability to document, plan, market, and execute programs.

• System Knowledge: Nuvolo, FX, CRM, Spotfire, Excel

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

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.

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Additional Information

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.