The Zonal Technical Support Specialist drives customer satisfaction through service excellence by providing both remote and onsite technical support and counsel to Field Engineers (FEs) and customers experiencing system performance issues. This position serves as the technical resource for service-related escalations concerning the Ultrasound product family. The role is for East India region for Ultrasound modality.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.
Role and Responsibilities:
- Provide remote and on-site technical support for the Ultrasound modality.
- Apply effective field experience and technical knowledge to support Field Engineers and customers.
- Maintain up-to-date knowledge of Ultrasound products, service expertise, and tools to retain “field advisor” status.
- Utilize the GE HealthCare escalation process, working closely with local customers and national support teams to implement corrective action plans.
- Contribute technical insights and solutions to the iResolve/OneNote problem-solution database.
- Own and deliver material productivity OP for the Ultrasound modality.
- Collaborate with Zonal Technical Support Managers, Service Operations teams, Service Managers, and Customer Service Engineers to achieve service metrics.
- Act as a change agent and field advisor in areas such as serviceability, reliability, quality trends, productivity programs, and new product introductions.
- Partner with Modality, Service Engineering, Product Engineering, and field support specialists to improve product quality and resolve customer escalations.
- Coach and train Field Engineers to ensure their technical and customer service skills meet business needs.
- Occasionally serve as a trainer for Ultrasound Proficient courses at South Asia Training Centre.
- Identify and report field quality improvements, including hazardous and non-hazardous complaints.
- Travel to customer sites to address escalations (CSOs).
- Continuously enhance modality knowledge, including networking, DICOM, Insite, PACS, OS field service experience, and legacy Ultrasound products.
- Demonstrate proficiency in using Common Service Desktop, CRM, and other remote support tools.
- Ensure a safe working environment for yourself, TSEs, FEs, customers, and patients by utilizing the Stop Work protocol via the EHS Concern Reporting site.
- The incumbent will be based in the Eastern region states, as the role requires proximity to customer sites and regional support teams.
Required Qualifications
- Diploma or Graduate in Engineering
- Minimum 7+ years of experience as a Field Engineer (FE), specifically in the repair and maintenance of Ultrasound systems.
- Demonstrated ability to independently handle and resolve complex technical issues, with advanced knowledge of applicable systems.
- Proven track record of consistently resolving most technical issues independently while performing as a Field Engineer.
Desired Skills
- Proven problem-solving experience
- Knowledge of modality applications
- Strong communication and teamwork skills
- Excellent prioritization and organizational abilities
- Self-starter with a proactive approach
- Effective coaching skills
- Experience in cross-functional collaboration with LCT/HO teams and logistics for faster customer support
Inclusion and Diversity
GE Healthcare is an Equal Opportunity Employer where inclusion matters. 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.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.
GE HealthCare will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide employment with GE HealthCare.
Additional Information
Relocation Assistance Provided:
Yes
