Technical Account Manager

Job Description SummaryAs the Technical Account Manager (TAM) you will, supervise assigned personnel daily at two main hospital sites located in Barrie and Orillia, Ontario to ensure Customer Satisfaction and Service Excellence as per contract.
You will also perform preventative maintenance, installations, troubleshooting, and repairs on life-saving Medical equipment.
GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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

• General supervision of on-site staff and assignment of service tasks.
• Perform timely and accurate preventative maintenance, installations, and troubleshooting on medical equipment within a hospital or healthcare system to ensure optimal delivery of healthcare services to patients.
• Maintain relationships with customers and ensure timely communication, resolution and proper follow-up to drive customer satisfaction.
• Adhere to company policies, procedures, and hospital protocols, to ensure regulatory and compliance requirements are met; ensure documentation of all work performed is captured, including the ordering of parts in line with GE Quality System requirements.

Role Summary/Purpose

• 50% Administration and 50% “Hands On” tool time is expected in this role.
• An on site customer focal point who represents all of GE Healthcare.
• An aid to customers daily challenges (communication between elements, qualification of issues, facilitation of process...)
• Participate in Regular Meetings / Project Monitors / Escalations
• Demonstrate value to customers through education on service offerings
• Set / maintain & demonstrate expectations of GE and Hospital EHS and Quality requirements.
• Act as a technical support resource for account activities including project planning, sales opportunities, pre-installation planning, and new equipment introduction
• Work with GE Commercial, Product and Service teams to drive customer satisfaction in the account eg “Voice of the Customer” and Customer Business Reviews.
• Work in conjunction with existing customer account resources to optimize the service delivery process for the equipment covered under service agreements.
• Develop key relationships with customers at the Clinician, Manager and Technologists to capture and resolve service concerns and issues.
• Work with the customer and GEHC resources to monitor customer dashboard measurements  and review ongoing processes to optimize service delivery.
• Act as mentor / coach / focal point for an account service and escalations.

Qualifications

• Technical Diploma or Degree in Electronics Engineering, Biomedical Technology, or other related technical field.
• Minimum of 4+ years experience servicing Biomedical equipment.
• Demonstrated Experience interfacing with both internal team members and external customers as part of a solution-based service process.
• Demonstrated Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
• Ability to lift, carry, push, and pull up to 35 lbs. unassisted and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit and stand for long periods of time. Must also be able to reach at, above and below shoulder level, flex/extend neck and have good hand and finger dexterity.
• Ability to be available after-hours and/or work a rotating on-call schedule, including weekends.
• Demonstrated understanding of Networking and IT , integration of equipment into Hospital Networks.
• The selected candidate must be willing and able to go onsite to hospitals in Barrie and Orillia, ON.
• Applicants must hold a Full Ontario or other Canadian Provincial driver’s license at the time of application.
• The role also requires that the individual selected can travel to and from the USA without restriction for training at our healthcare institute at the time of application.

It is a condition of hire that any new employee or contract worker that will provide products or services to a GE Healthcare customer facility are fully vaccinated and provide proof of COVID-19 vaccination.  All offers of employment are conditional upon the satisfaction of this requirement. “Fully vaccinated” means that any such person must have received two doses of a COVID-19 vaccination approved by Health Canada. The second dose of vaccine must have been administered at least 14 clear days before commencing employment.

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