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Lead Engineer 2

7 months ago

Riyadh, Saudi Arabia GE Healthcare Full time

**Job Description Summary**: The Senior Field Service Engineer will be responsible for meeting the daily service repair needs of the customer’s equipment and driving customer satisfaction through Service Excellence and able to support others in his modality.

**Key Responsibilities**
- Support level of troubleshooting, installation, maintenance, and service repair needs on GEHC Vascular and DGS systems.
- Completing Preventative Maintenance and Field Modification Instructions.
- Ordering and managing repair parts cycle times.
- Keeping up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner.
- Maintaining daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
- Maintaining tools and test equipment properly and ensuring they are calibrated.
- Meeting Health and Human Services, Environment Health and Safety and/or other applicable regulatory requirements.
- Managing vendors’ service delivery processes in compliance with GE Healthcare policies.
- Utilizing the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving.
- Participating in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs.
- Working as a member of the local team to provide efficient service delivery to all accounts within assigned area.
- May include training of clinical staff on designated equipment.
- Acting as area champion for some service initiatives as Connectivity or Power & Grounding.
- May assigned as site owner.
- Mange Open jobs and parts consignment.
- Work closely with Service Center for area PPMs execution.
- Coordinate with cross-functions for area key customers complaints.

**Quality Specific** **Goals**
- Complete all planned Quality & Compliance training within the defined deadlines
- Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.
- Identify and report any personal quality or compliance concerns immediately to the Quality Organization.
- Ensure timely dispatch closure
- Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe (if applicable)
- Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible

**Required Qualifications**
- Minimum** 10 years** of experience interfacing with both internal team members and external customers as part of a solution based service process.
- Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
- Experience troubleshooting and responding to customer concerns.

**Preferred Qualifications**
- Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner
- Six Sigma trained/certified
- Change agent and process oriented
- ** Leading & Relating to Others**: Establishes good relationships with customers and staff. Builds wide and effective networks of contacts inside and outside the organization. Relates well to people at all levels. Manages conflict.
- ** Shares Expertise**: Applies specialist and detailed technical expertise. Develops job knowledge and expertise through continual professional development. Shares expertise and knowledge with others. Uses technology to achieve work objectives. Demonstrates an understanding of different organizational departments and functions.
- ** Organizing & Executing**: Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity. Works in a systematic, methodical and orderly way. Consistently achieves project goals. Takes responsibility for actions, projects and people. Takes initiative, acts with confidence and works under own direction. Initiates and generates activity.
- ** Communicating**: Speaks clearly and fluently. Expresses opinions, information and key points of an argument clearly. Makes presentations and undertakes public speaking with skill and confidence. Responds quickly to the needs of an audience and to their reactions and feedback. Projects credibility.
- ** Coping with Pressure**: Works productively in a pressurized environment. Keeps emotions under control during difficult situations. Balances the demands of a work life and a personal life. Maintains a positive outlook at work. Handles criticism well and learns from it.
- ** Supporting & Cooperating**: Demonstrates an interest in and understanding of others. Adapts to the team and builds team spirit. Listens, consults others and communicates proactively. Supports and cares for others. Upholds ethics and values. Appropriately follows instructions from others without unnecessarily challenging authority. Follows procedures and