Field Service Engineer 1 - Northern VA and DC - MRI (Washington)

Field Engineer I

The Field Engineer I performs on time and accurate Preventative Maintenance in one or more modalities of equipment. The FE1 is aware of and follows all Field Modification Instructions and / or Instrument Service Information bulletins. Works with experienced Field Engineers, both onsite and remotely, to learn troubleshooting, repair and equipment installation techniques. Responsible for driving customer satisfaction through Service Excellence.

Responsibilities :

• Learn to complete on-time and accurate Preventative Maintenance, FMIs and / or ISIs.
• Assist more experienced field engineers with equipment installation.
• Work with experienced field engineers on basic troubleshooting and service repair needs on designated equipment.
• Effectively communicate and partner with teammates and colleagues.
• Learn to effectively communicate with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
• Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.
• Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner, ordering repair parts, and managing cycle times.
• Utilize the GEHC escalation process, as needed, and work closely with region and national support to define and implement corrective action plans to resolve customer issues in a timely manner.
• Serve as a member of the account community for key accounts.
• Effectively engage commercial counterparts, identify potential sales leads, participate in sales opportunities such as contract renewals, and assist with promoting and implementing revenue programs.
• Focus on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately become a perceived partner in their business.
• Keep up to date with competitor information and market trends.
• Answer service calls independently without assistance within one year of employment.

Qualifications :

Special Physical Requirements :

Quality-Specific Goals :