Field Service Engineer Team Leader at GE

Role Summary:

• The Field Service Engineer Team Leader will be responsible for leading the local service team (approximately 15 Field Engineers) to ensure the team meets the customers’ daily service repair and drives customer satisfaction through Service Excellence

Essential Responsibilities:

• Provides administrative and operational leadership that result in efficient day-to-day operations of the team.
  • Maintains primary site responsibility and integrate teams across modalities including but not limited to team meetings & communication plans; and scheduling manpower, installs, shift coverage, training, etc.
  • Works with operations leaders & process champions to facilitate operational metrics; follow-up with team members on any delinquencies.
  • Maintains daily communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
  • Understands and communicates area & HQ goals and objectives.
  • Meets Health and Human Services, Environment Health and Safety and/or other applicable regulatory requirements.
  • Manages vendors service delivery processes in compliance with GE Healthcare policies.
  • Utilizes the escalation process to resolve customer service delivery issues and conducts root cause analysis that will lead to effective problem solving.
  • Provides actionable feedback on performance of team members, both to the individual, as well as to the area leader (Director of Service or other).
  • Participates in sales opportunities, such as contract renewals and assisting with promoting and implementing revenue programs.
  • Candidate for Manager On Call duties, if applicable
  • Technical: Maintains all models specific to a modality in the assigned area.
  • Electronic/Mechanical:Total system level trouble-shooting on complex multi-symptom problems.
  • Customer satisfaction: Daily interface with doctors and technicians on equipment status issues. Acts to ensure satisfaction to primary customers.
  • LCT: Assists in Account Sales visits; helps train others where necessary; identify Sales opportunities and communicate to account team.
  • Business growth: Assists in the growth and direction of business in his/her geographic area.
  • Productivity: Responsible for Warranty and PMS contract cost control.
  • Administration: Responsibly completes all administration tasks on time. Ensures timely completion of FMIs and PMS inspections documentation for assigned accounts.
  • Installation: Plays a leading role in complex and multifuntional rooms. Shares best practices.
  • Maintain effective quality systems and programs compliant with ISO 9001 standard, according to the GE Service Quality Policy Statement.
  Quality Specific Goals
  • Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position
  • 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.
  • Provide an environment where all required elements of maintenance (preventative maintenance, FMI’s dispatches) are completed in the prescribed timeframes.
  Qualifications/Requirements:
• Bachelor’s degree, Electrical Engineering, Electrical Engineering Technology, equivalent military education or Associates Degree with 6 years experience servicing electronic equipment, or a High School Diploma/GED and 12+ years experience servicing electronic equipment.
  • Demonstrated leadership capability and/or experience and exceptional interpersonal skills
  • At least 3 years experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment in the Healthcare Industry
  • Willingness to travel up to 30% within your specified geographic region.
  • Must have a valid driver’s license in regions where required to drive on company business
  Desired Characteristics:
• Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner.


• Experience interfacing with both internal team members and external customers as part of a solution-based service process.
• Exceptional interpersonal and leadership skills
• Change agent and process oriented.
• Knowledge of Healthcare marketplace
• 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 policies. Compiles with legal obligations and safety requirements of the role.
• Embracing Change & Demonstrating Enthusiasm: Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations. Works hard and puts in longer hours when it is necessary. Identifies development strategies needed to achieve career goals and meet new or changing demands of the job.
• Commercial Thinking: Keeps up to date with competitor information and market trends. Identifies business opportunities for the organization. Demonstrates financial awareness.