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AUS-Parramatta Senior Field Service Engineer Job at PayPal

**Job Description Summary**

The Senior Field Service Engineer is responsible for developing and maintaining strong interpersonal relationships with customer representatives, team members, applications team, on line engineering (OLE) team, regional and modality support teams maximising customer satisfaction and maintaining all equipment models specific to a modality or modalities in the assigned area.

**Job Description**

**Key Responsibilities**


+ **Business:** Assist Service Delivery Manager (SDM) to maintain business operations and hygiene by helping to maintain install base (IB), preventive maintenance (PM) and install scheduling, resource loading and providing feedback about training needs and competency of the team. Be able to produce reports tracking team performance against key performance indicators. Have an understanding of service revenue streams and drivers for cost to serve.

+ **Development:** Be involved in team’s development and liaise with SDM for timely execution of planned development. Coaching and mentoring of engineering team within their assigned area.

+ **Team:** Assist Service Delivery Manager (SDM) by encouraging team bonding, togetherness and building positive morale. Deliver collaborative approach to drive multi-modality

+ **Administration:** Ensures timely execution and completion of field modification instructions (FMIs) and PM inspections and compliant documentation for assigned accounts. Role models real time debriefing and other initiatives. Assists with team audits to ensure compliance. Develop and highlight best practices to reduce administration tasks associated with Field Engineering

+ **Productivity:** Championing and leading productivity initiatives through the involvement in operational projects and promoting adoption of new initiatives amongst the technical team

+ **Change Projects:** Assist in change projects as required e.g. implementing software or IT tools / Connectivity projects. Assist FE team in implementation of projects. Lead and influence projects such as increasing remote connectivity, field remote fix rate, first call resolution. Provide and demonstrate the ‘Why, whats in it for me” to the team.

+ **EHS:** Promote positive safety culture amongst the team, highlight and address safety concrens, ensure team are adequately resourced to work safely

+ **Quality:** Lead all aspects of field quality through liasion with SDM, regional service engineer (RSE), OLE as required.


+ **Customer Service** : Develop key customer relationships ensuring customer satisfaction. Manage customer expectations and escalations in timely manner. Attend customer meetings to assit SDM in the designated modality

+ **Customer satisfaction:** Regular interface with customers on equipment status issues, resolution timeframe and workarounds.

+ **CSO:** Actively involved in modality customer service opportunities (CSO’s) – pushes for timely resolution to customer satisfaction.

+ **Resource Deployment:** Coordinating day-to-day resource deployment to meet customer requirements and contractual obligations focusing on prioritising contract customers.

+ **Franchise** : Partner with Sales team for customer visits and identify upskill opportunities horizontally across the team. Support franchise growth and communicate business strategy across the team


+ **Engineering:** Maintain all models specific to a modality in the assigned area. Establish as local level technical escalation focal point and support to team members for escalations, Installation projects and reactive service. Providing technical escalation support for primary modalities prior to RSE involvement.

+ **Installation:** Play a leading role in installations for new IB. Partner with the equipment, Project Management & Applications team to deliver on time, compliant installation projects in line with quality systems and programs compliant with ISO 9001 standard, according to the GE Service Quality Policy Statement. Leading complex installations and collaborating with the equipment and sales teams to develop achievable installation milestones

+ **Remote service:** Champion remote connectivity initiatives to maximise remote system resolution. Upskill team and own remote connectivity strategy with RSE’s, OLE’s and Technical Operations team.

+ **Leadership:** Lead and deploy productivity programs across the designated modalities. Share best practice and identify further improvement opportunities to deliver more efficient service to customers

+ **Training:** Carry out formal FE and Customer training as required, assist in adhoc training initiatives


+ **CSO Management:** Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization. Attend CSO calls as required.

+ **Compliance:** Identify and report any personal quality or compliance concerns immediately to the Quality Organization. Ensure all regulatory requirement are indetified and are being actioned.

+ **Continuious Improvement:** Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

+ **Personal:** Complete all planned Quality & Compliance training within the defined deadlines. 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

**Required Qualifications**

+ Bachelor’s degree or equivalent with 3 years technical leadership,operational or analysis experience in the technical, healthcare or business environment or equivalent, or

+ Certificate of Electronic Engineering or equivalent trade with 5+ years field experience

+ Relevant licenses as required by Federal or State Legislation (eg: Electrical Licenses, Radiation License) and Work Cards (eg: White Card).

+ Licenses can be obtained after successful application however, must be eligible to receive

+ The role will have a strong focus on medical IT systems. Skills in TCP/IP, WIFI and medical networks is desirable.

**Preferred Experience/skills**

+ 5-7 years Field Services experience in Imaging, Ultrasound or LCS Medical Equipment

+ Strong electrical technical knowledge

+ Leadership/management training is an advantage

+ Strong commitment and experience working within strict workplace safety standards and guidelines.

+ Ability to work independently with minimum direction.

+ High work standards and quality of work.

+ Initiative and motivation.

+ Plans and organizes work effectively.

+ Demonstrated ability to work effectively in a team environment and experience working with both internal and external customers to achieve solution focused service outcomes.

+ Experience in coaching, training and developing a team of engineers

+ Ability to identify opportunities for continuous improvements around process and people to help drive good customer outcomes

+ Working across multiple teams
More information on this Job

ID: 18580256 - Save Job
Category: Jobs : IT Jobs
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AUS-Parramatta Senior Field Service Engineer PayPal


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