Field Service Representative - MRI

Job Description Summary

As the Field Service Representative (FSR), you will maintain the service and support of medical diagnostic imaging equipment including but not limited to Magnetic Resonance Imaging systems (MRI); to evaluate, diagnose, repair and perform planned maintenance (PM), driving customer satisfaction through Service Excellence. Service area includes hospitals in and around central Ontario region.

The role may require travel to remote hospitals/clinics within Ontario which could require overnight time away from a home base. Flexible hours of work are required.

The role requires some on call and after-hours support on a rotation basis. The role also requires that the individual selected can travel to and from the USA for training at our healthcare institute. All applicants must be legally able to reside and work in Canada.

A current unrestricted Canadian Driving license is a requirement of this role.

It is a condition of hire that any new employee or contract worker that will provide products or services to a GE Healthcare customer facility are fully vaccinated and provide proof of COVID-19 vaccination. All offers of employment are conditional upon the satisfaction of this requirement. “Fully vaccinated” means that any such person must have received two doses of a COVID-19 vaccination approved by Health Canada. The second dose of vaccine must have been administered at least 14 clear days before commencing employment.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

Key Responsibilities:

• Independently evaluate progressively complex diagnostic imaging equipment.
• Perform troubleshooting, repairs, preventive maintenance (PM), calibrations, installations, and Field Modification Instructions (FMIs).
• Work collaboratively with the local team to ensure efficient service delivery across assigned accounts or regions.
• Participate in on-call/pager rotation to support urgent service needs.
• Document all service activities and submit reports in a timely manner.
• Maintain an approved parts inventory and manage service processes in compliance with company policies.
• Use escalation protocols to resolve service delivery issues and conduct root cause analysis for effective problem-solving.
• Adhere to company policies, hospital protocols, and contractual quality metrics.
• Maintain strong customer relationships through effective communication, issue resolution, and follow-up.
• Implement GE/customer service agreements in support of business goals.
• Ensure calibration and proper maintenance of tools and test equipment.
• Stay current with technical knowledge, safety standards, and best practices through ongoing training.
• Provide direct technical service on installed base equipment, including preventive and corrective maintenance, installation, and calibration to factory and customer specifications.
• Be available for after-hours service calls as needed.
• Support sales opportunities such as contract renewals and promote revenue-generating programs.
• Develop a consultative and advisory relationship with assigned hospitals.
  
  

Required Qualifications

• Degree or diploma in electronics, biomedical engineering, electromechanics, or a related field.
• 3 to 5 years of experience servicing medical imaging equipment, preferably MRI systems.
• Strong knowledge of electrical safety standards and medical regulatory requirements.
• Proficiency with diagnostic tools, service software, and interpreting technical schematics.
• Excellent troubleshooting and problem-solving skills.
• Strong customer service orientation, with the ability to work independently and manage priorities.
• Willingness to travel frequently and respond to emergency service calls.
• Valid driver’s license.
• Assets: Manufacturer certifications (e.g., GE, Siemens, Philips, Canon), experience with multiple imaging modalities (CT, Nuclear Medicine, etc.).
  
  

Additional Requirements

• Ability to work effectively under pressure and meet tight deadlines.
• Excellent written and verbal communication skills in both English and French.
• Team-oriented mindset with a collaborative approach to technical and commercial teams.
• Strong attention to detail and accuracy in technical documentation and reporting.
• Commitment to continuous learning and participation in advanced technical training.
• Experience with service management systems (e.g., SAP, Salesforce) is an asset.
  
  

Responsabilités Principales

• Évaluer de manière autonome des équipements d’imagerie diagnostique de complexité croissante.
• Diagnostiquer, réparer, calibrer et effectuer la maintenance préventive (PM) des équipements IRM et autres modalités (CT, médecine nucléaire, etc.).
• Installer les équipements et effectuer les modifications techniques (FMI) selon les spécifications du fabricant.
• Travailler en collaboration avec l’équipe locale pour assurer un service efficace dans la région assignée.
• Participer à la rotation des astreintes (on-call / pager).
• Documenter toutes les interventions techniques et soumettre les rapports dans les délais requis.
• Gérer l’inventaire des pièces approuvées et assurer la conformité des processus de service avec les politiques de l’entreprise.
• Utiliser les processus d’escalade pour résoudre les problèmes de service et effectuer des analyses de causes profondes.
• Respecter les politiques internes, les protocoles hospitaliers et les exigences contractuelles en matière de qualité.
• Maintenir une communication efficace avec les clients, assurer le suivi des interventions et garantir leur satisfaction.
• Mettre en œuvre les contrats de service en soutien aux objectifs commerciaux.
• Maintenir les outils et équipements de test en bon état et à jour en matière de calibration.
• Suivre des formations techniques continues pour rester à jour sur les normes, codes et procédures.
• Respecter les procédures EHS (environnement, hygiène et sécurité) et participer aux inspections/audits réguliers.
• Fournir un service technique direct sur site : maintenance préventive et corrective, installation, calibration selon les spécifications du fabricant et du client.
• Être disponible pour des interventions en dehors des heures normales de travail si nécessaire.
• Participer aux opportunités commerciales telles que les renouvellements de contrats et la promotion de programmes de revenus.
• Développer un rôle de conseiller technique auprès des hôpitaux assignés.
  
  

Profil Recherché

• Diplôme en électronique, biomédical, électromécanique ou domaine connexe.
• Minimum 3 à 5 ans d’expérience dans la maintenance d’équipements d’imagerie médicale, idéalement IRM.
• Connaissance approfondie des normes de sécurité électrique et des réglementations médicales.
• Maîtrise des outils de diagnostic, des logiciels de service et de l’interprétation de schémas techniques.
• Excellentes compétences en résolution de problèmes techniques complexes.
• Sens aigu du service client, autonomie et capacité à gérer les priorités.
• Disponibilité pour des déplacements fréquents et interventions d’urgence.
• Permis de conduire valide.
• Atouts : certifications de fabricants (GE, Siemens, Philips, Canon), expérience multi-modalités (CT, médecine nucléaire, etc.).
• Capacité à travailler efficacement sous pression et à respecter des délais serrés.
• Excellentes compétences en communication écrite et verbale, en français et en anglais.
• Esprit d’équipe et volonté de collaborer avec des collègues techniques et commerciaux.
• Souci du détail et rigueur dans la documentation technique et les rapports de service.
• Volonté d’apprendre en continu et de suivre des formations techniques avancées.
• Expérience avec des systèmes de gestion de service (ex. : SAP, Salesforce) est un atout.
  
  

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

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.

Additional Information

Relocation Assistance Provided: No