[Remote] Philips MR Technical Support Engineer at GE Healthcare

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical TechnologyIndustries

Requirements

High School Diploma/GED AND 8+ years of experience servicing mechanical and/or electrical equipment
Reside in the United States with the ability to work from home in a dedicated office space, free from distraction
High-speed internet connection

Responsibilities

Provide remote and on-site technical support for Philips MR products (Intera, Achieva, Panorama, Ingenia product families plus Workstations)
Use successful, effective field experience and knowledge to provide technical support to Field Engineers (FE’s), Client Service Technicians (CST’s), and customers, including both remote and onsite support
Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status
Utilize the GEHC escalation process as needed, working closely with local customer and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner
Utilize “Gameplan” tool to drive Service effectiveness and contribute knowledge to the Problem Solution Database (PSDB)
Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required
Support Material and Purchased Service cost improvement initiatives for the modality
Within project engagement, act as a change agent/field "advisor" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution, and new product introduction support
Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth, including leveraging remote service capabilities to improve remote troubleshooting and remote fix rates
Work with Modality/Service Engineering, Product Engineering, and field support specialists to drive product quality, serviceability, and resolve formal customer escalations
Coach and train FE’s to ensure that technical and customer skills are up to date and meet the needs of the business; serve as subject matter expert (SME) for FE modality training through the Service Quality Standard (SQS) training curriculum
Identify field process improvements such as pre-PM work, PM cycle time, remote TTR work, field-based technical training to support use of remote diagnostic troubleshooting tools and processes in the field
Identify field quality improvements to include hazardous/non-hazardous complaints via Trackwise
Travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs)
Maintain and enhance modality knowledge, such as: Networking/Dicom/Insite/PACS/OS field service experience; knowledge and experience using Siebel Customer Relationship Management (CRM) software and other remote tools as required

Skills

Key technologies and capabilities for this role

Philips MRInteraAchievaPanoramaIngeniaWorkstationsTechnical SupportField ServiceEscalation ManagementService ExcellenceMRI Systems

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, this is a remote role where you will work out of your home office, requiring residence in the United States with a dedicated office space free from distraction and high-speed internet.

What specific Philips MR products does this role support?

The role provides technical support for Philips MR products including Intera, Achieva, Panorama, Ingenia product families, as well as associated Workstations.

What is the salary or compensation for this position?

This information is not specified in the job description.

What does GE HealthCare's company culture emphasize?

GE HealthCare emphasizes creating a world where healthcare has no limits, unlocking ambition, turning ideas into world-changing realities, and ensuring every voice makes a difference to build a healthier world.

What experience makes a strong candidate for this role?

Successful field experience and knowledge in providing technical support to Field Engineers, Client Service Technicians, and customers, along with up-to-date knowledge of Philips MR products and service tools, are key for a strong candidate.

GE Healthcare

Healthcare technology and data analytics provider

About GE Healthcare

GE Healthcare provides a range of healthcare technologies and services aimed at improving patient care. Its main products include imaging systems, mobile diagnostic devices, patient monitoring solutions, and advanced software for data analysis. These products help medical professionals make informed decisions and enhance the efficiency of healthcare delivery. Unlike many competitors, GE Healthcare invests significantly in research and development, allocating $1 billion each year to innovate and enhance its offerings. The company’s goal is to support healthcare providers in delivering better patient outcomes, as evidenced by its technology supporting over 300,000 patients daily and managing 2 billion patient scans each year.

Chicago, IllinoisHeadquarters

1892Year Founded

N/ACompany Stage

Data & Analytics, HealthcareIndustries

10,001+Employees

Risks

Emerging AR technologies increase competition in medical imaging.

Regulatory challenges may delay AI application expansions in healthcare.

Dependence on clinical trial success for new product market positioning.

Differentiation

GE Healthcare invests $1 billion annually in R&D for product innovation.

The company supports over 300,000 patients daily with its healthcare technologies.

GE Healthcare's AIR Recon DL offers 3D motion-insensitive imaging for enhanced MRI quality.

Upsides

Acquisition of Caption Health expands AI-powered ultrasound capabilities.

Successful Phase III trial of [18F]flurpiridaz enhances coronary artery disease detection.

Collaboration with Wayra accelerates digital health innovation in EMEA.

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