Job Description Summary
Job Description
Roles and Responsibilities:
Role Summary :
The Field Service Engineer 3 is a technical expert on at least one modality and may be proficient in multiple modalities. Acts as the primary GEHC Services face to the customer. Responsible for resolving advanced service repair needs of designated equipment, and drives customer satisfaction through Service Excellence.
Responsibilities :
1. Perform advanced troubleshooting and repair on assigned equipment.
2. May also perform installation, validation and maintenance on assigned equipment.
3. Lead, instruct, and assist less experienced Field Engineers and provide coaching and feedback to team members.
4. Lead communications with customers and serve as escalation point for customer-related concerns including installs.
5. 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.
6. Lead and communicate HQ and Zone or Area-level initiatives.
7. Co-lead regular team or modality meetings as required.
8. Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.
9. 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.
10. 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.
11. Effectively communicate and partner with teammates and colleagues.
12. Serve as a member of the