Field Service Engineer

Job description

Job Description Summary The Field Service Engineer is a senior technical specialist responsible for installing, maintaining and troubleshooting complex medical systems across the MR and CT modalities. This role is based in Melbourne 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. To be successful in this role, you will be recognised as a technical leader who leads by example through professionalism, accountability and service excellence, acting as a trusted advisor and go-to expert for customers and fellow Field Service Engineers. You will provide advanced technical support, lead customer communications and complex escalations, and coach and mentor less experienced engineers while driving customer satisfaction, safety and operational excellence. GE HealthCare is a leading global medical technology and digital solutions innovator. We are driven by our purpose to create a world where healthcare has no limits. Together, we're digitising healthcare, driving productivity to improve the lives of patients, and creating meaningful efficiencies for providers, health systems, and researchers around the world. Job Description Essential Responsibilities Lead and execute the installation, configuration and commissioning of GE HealthCare medical equipment across the MR and CT 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. About You You are an experienced technical professional with exceptional communication and problem-solving skills, recognised for your ability to build trusted relationships with customers, colleagues and key stakeholders. You take pride in representing GE HealthCare and are passionate about delivering outstanding customer outcomes. You have a natural curiosity and approach every situation with a mindset to seek understanding. You are analytical and solutions-focused, taking the time to understand the root cause of issues while remaining open-minded, objective and collaborative. You embody our Leadership Behaviours by acting with humility and building trust, leading with transparency, delivering with focus, and driving ownership - always with unyielding integrity. As a senior member of the field service team, you are a self-starter who takes ownership, exercises sound judgement and thrives in complex and often ambiguous situations. You confidently lead technical discussions, guide decision-making and drive issues through to resolution while knowing when to engage others for support. You are recognised as a role model by your peers, leading through action, accountability and technical excellence. You actively coach and mentor less experienced Field Service Engineers, sharing knowledge and helping to develop capability across the team. Building and maintaining trust is central to your success. You consistently deliver on commitments, follow through on actions and demonstrate a disciplined approach to execution, creating confidence with customers and colleagues alike. Qualifications and Experience Engineering, Electronic Engineering, Electronics Technician, Medical Equipment Technician or equivalent electrical trade qualifications highly regarded. Minimum 3 years’ experience as a Field Service Engineer supporting complex medical equipment in a customer-facing environment. Relevant electrical licence(s) as required by local regulatory requirements. Recognised technical expert in at least one modality, with demonstrated proficiency in one or more additional modalities. 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. 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. Current Working with Children Check Vaccinations Access to healthcare sites requires compliance with applicable Vaccine Preventable Disease (VPD) requirements under state/territory health directives. You will be required to provide evidence of vaccination or immunity prior to site access, and on an ongoing basis as requirements evolve. Reasonable adjustments may be considered where a legitimate medical exemption applies. Why GE Healthcare? Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support. Paid parental leave — GE Families policy includes superannuation paid during unpaid leave and full‑time super for 5 years when returning part‑time. Take 5 leave — Additional 5 days of leave per year Life insurance — Company‑paid life insurance and income protection when joining the default Super fund. Fitness reimbursement — Up to $500 per year reimbursed (50% per claim) for eligible fitness memberships. Learning & development — Unlimited LinkedIn Learning, structured sales training for new starters, and individual development plans. Novated leasing — Novated lease options available. Corporate Private health discounts Discount travel — Employee personal travel offers. Flu vaccinations — Annual flu shot vouchers provided. Flexible working — Flexibility options available. EDGE discounts —app offering instant retailer discounts. Employee Assistance Program & Coaching support — including personal, financial, and leadership counselling. Education sponsorship — Support for further study (e.g., MBA) where aligned to role and business outcomes. Women and indigenous candidates are strongly encouraged to apply. Please note that to be considered for this position you must have unrestricted working rights for Australia and be prepared to undergo a background check which includes a police check. Additional Information Relocation Assistance Provided: No