Ken Luong

Field Service Engineer (Ct Pet, X-ray, Ultrasound) @GE HealthCare

Orange County, CA, US

Troubleshooting, installation, maintenance and service repair needs on designated equipment • Service as a second level escalation point for service issues for designated modalities.• Maintaining daily communication with Client Service Engineer and customers directly to ensure resolution and proper follow-up, leading to customer satisfaction. • Sharing knowledge and coaching other members of GE Service team on an on-going basis • Support the business to achieve product serviceability and reliability, quality trend analysis, productivity program input and execution, national modality program implementation and new product introduction support • Providing remote and on-site technical support to CSEs and Customers • Utilizing the GEHC escalation process, as needed, and working closely with region and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner • Drive the businesses Material and Purchased Service cost improvement initiatives for assigned modalities.• Leading Installation activities within assigned area, ensuring safety and quality measures are taken • Completing on-time and accurate Preventative Maintenance and Field Modification Instruction.• Keeping 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 • Training of clinical staff on designated equipment.• Continually building modality expertise by staying abreast of R&D and new product introductions and other relevant modality enhancements.