Job Description Summary
The Field Service Engineer is a senior technical specialist responsible for installing, maintaining and troubleshooting complex medical systems across the CT, NM, PET and RP modalities.
This role is based in Perth and supports GE HealthCare medical equipment located in hospitals and private medical practices. Some travel is required, including to regional sites. Success will be achieved through a consultative, customer-focused and problem-solving approach to service delivery.
Job Description
Essential Responsibilities
- Lead and execute the installation, configuration and commissioning of GE HealthCare medical equipment across the CT, NM, PET and RP modalities, ensuring all installations are completed to the highest quality standards, regulatory requirements and customer expectations.
- Diagnose and resolve complex equipment faults through advanced troubleshooting techniques, remote diagnostics and comprehensive root cause analysis, considering technical, operational, environmental and user-related factors.
- Perform advanced preventative maintenance activities
- Take ownership of customer issues from initial identification through to final resolution, coordinating with Online Engineers, Regional Support Engineers, Senior Field Engineers and other stakeholders as required.
- Participate in Level 2 escalation activities for difficult technical issues, contributing expertise to local escalation teams and supporting Regional Support Engineers in resolving critical customer incidents.
- Lead customer communications during installations, major service events and escalations, acting as the primary technical point of contact and ensuring customers are regularly informed of progress and outcomes.
- Lead the execution of Field Modification Instructions (FMIs), ensuring all actions are completed within required timeframes and documentation and reporting obligations are met.
- Serve as a role model for administrative excellence through accurate and timely completion of service documentation, debriefing, parts management, asset tracking and performance metrics.
- Escalate recurring equipment failures, service risks and missed response targets, providing clear recommendations to Service Management regarding corrective actions and ongoing customer support requirements.
- Maintain strong awareness of customer needs, equipment performance and commercial opportunities, partnering with account managers to support contract retention, service growth and on-demand revenue opportunities.
- Contribute to the continuous improvement of Environmental Health & Safety (EHS) policies, procedures and safe work practices, ensuring compliance with company and customer requirements.
- Lead, coach and mentor less experienced Field Service Engineers through technical guidance, knowledge sharing, field training and best-practice development.
- Lead and participate in service improvement initiatives, strategic projects and cross-functional activities that enhance customer satisfaction, operational performance and business outcomes.
- Effectively prioritise and manage workload based on customer impact, equipment criticality, service level commitments and parts availability.
- Maintain a continuous learning mindset, expanding technical expertise across multiple modalities and developing recognised subject matter expertise within assigned product lines.
Qualifications and Experience
- Minimum 3 years experience as a Field Service Engineer supporting complex medical equipment in a customer-facing environment.
- Recognised technical expert in at least one modality, with demonstrated proficiency in one or more additional modalities.
- Advanced technical knowledge of medical IT systems, including computer hardware, operating systems, TCP/IP networking, wireless networks, cybersecurity principles and medical device integration.
- Demonstrated experience leading complex troubleshooting activities, root cause analysis, escalations and system installations.
- Proven ability to coach, mentor and provide technical guidance to less experienced Field Service Engineers.
- Biomedical Engineering, Electronic Engineering, Electronics Technician, Medical Equipment Technician or equivalent electrical trade qualifications highly regarded.
- Strong understanding of service delivery processes, customer service principles and operational excellence within a healthcare environment.
- Excellent verbal and written communication skills, with the ability to communicate complex technical concepts clearly to customers, clinical users and internal stakeholders.
- Highly developed analytical and problem-solving skills, with the ability to assess complex situations, identify root causes and implement effective solutions.
- Strong organisational, planning and time management skills, with the ability to manage competing priorities and customer expectations.
- Demonstrated ability to work independently, exercise sound judgement and take ownership of customer issues through to resolution.
- Current and valid driver's licence.
- Relevant electrical licence(s) as required by local regulatory requirements.
- Current Working with Children Check
Why Join GE HealthCare?
Make a meaningful impact on healthcare delivery and patient outcomes
Be part of a purpose-driven, collaborative, and inclusive team
Competitive salary package including company car / car allowance + bonus
5 weeks leave (ask about "take 5")
Generous leave & family policies
Long term career opportunities (locally and globally)
Generous discounts for goods & services via our employee benefits program (think travel, entertainment & shopping!) *This was recently rated as one of our employees favourite benefits!
Additional Information
Relocation Assistance Provided: No