Field Service Staff Engineer at GHX

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The Field Service Staff Engineer will be responsible for designing/refining the field service best practices for the Explorer Surgical business unit, as well as managing assigned customer onboarding and field service projects. Will work to ensure a high quality of service is delivered to Explorer Surgical, a GHX company customers through all assigned projects.Will be responsible for creating the process of and overseeing the day-to-day onboarding aspects of the client relationship, with an emphasis on on-site, in-OR case set-up and training, as well as execution on key projects with specific focus on client utilization and satisfaction. Will develop project onboarding objectives and plans, as well as work with the Client and Sales organization to manage onboarding priorities and expectations. Will work cross-functionally in a matrix role, and focus on achieving required service levels, meeting project timelines and addressing services and client issues as required. While not immediately, this role may provide opportunities for new field service employee onboarding and management.Principal duties and responsibilities:
  • Defines best practices for "first case events" at all new hospital sites, working cross-functionally with Customer Success and Health IT Affairs to determine roadmap, checklists, and sequences of events
  • Creates communication strategy and execution plan for each stakeholder involved in the first case
  • Ensures best practices, communication strategy, and execution plan are repeatable for new field service engineers who join the Explorer team moving forward
  • Provides on-site, in-OR case support, set-up and end-user training during live surgical procedures
  • Assists customers with the deployment of Explorer Surgical functionality on-site in the operating room
  • Leads on-site imaging connectivity configuration, testing, and dry-run activities, triaging technical troubleshooting requests that come from end users in the field
  • Coordinates with Health IT Affairs, Customer Success, and Technology and Products teams to ensure customer objectives are met
  • Partnering with Customer Success and Supply Chain to ensure timely delivery of remote support kits.
  • Provides exceptional service to assigned accounts
  • Leads field service projects in accordance with the scope of work sold to the customer
  • Develops, tracks, and reports against customer onboarding-specific project plans
  • Ensures customers receive value and achieves high degree of utilization from Explorer Surgical solutions and services
  • Maintains and communicates project status, to include identifying risks and mitigation strategies
  • Works towards operational excellence and continual quality improvement to drive an optimal GHX customer experience, as well as internal efficiency
  • Participates with the development and maintenance of best practice onboarding and field service methodologies
Required Skills:
  • Customer-focused professional with a passion for excellence and extensive experience with field engineering, healthcare IT and/or A/V implementation projects
  • Exceptional client management, project management and interaction skills
  • Self-motivation and a strong work ethic are essential to success
  • Must possess outstanding communication, analytical, planning, and coordination, as well as a track record of developing and maintaining strong business relationships
Required Qualifications:
  • Proven history of success (typically 7-10 years) in an implementation and/or field service role, preferably in a hospital healthcare/IT environment such as surgical services, medical device/capital equipment field service, etc.
  • Understanding of operating room equipment and medical devices, including extensive knowledge of video outputs, patient imaging modalities, and video capture cards, converters and scalers
  • Experience in training hospital end-users on proper in-OR set-up of Explorer Live for live surgical procedures
  • Ability to manage data in Excel/import export
  • Strong knowledge of project management methodologies
  • Experience with project reporting
  • Ability to excel in a high-energy, collaborative team environment
  • Excellent interpersonal, oral/written communication, organizational, analytical and problem solving skills
  • Ability to manage multiple priorities
  • Dedication to customer service, with strong client management skills
  • Ability to work with cross-functional teams and personnel at varying levels of the company and customer organizations
  • Exceptional people and change management skills
  • Proficiency in Microsoft Office applications (Word, PowerPoint, MS Project, and Excel)
  • Ability to work without direct supervision
  • Superior organizational and problem solving abilities
  • Strong verbal, writing and presentation delivery skills
  • Small team management or experience onboarding new employees is a plus, but not a need-to-have
  • Ability to travel up to 75% travel
Estimated Salary range for this position: $68,300-$91,000The base salary range represents the anticipated low and high end of the GHX's salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, competencies, and proficiency for the role. The base salary is one component of GHX's total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: GHX: It's the way you do business in healthcareGlobal Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce – not shift – the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Louisville, Colorado, just outside of Denver, with additional offices in Europe, Chicago, Illinois, and Omaha, Nebraska.Disclaimer:GHX provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. GHX complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.GHX expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.#LI-Remote #LI-SR
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GHX is based in Louisville, CO and our office boasts a fitness center overlooking breathtaking Davidson Mesa open space and the Front Range Mountains!

An Insider's view of GHX

How do you collaborate with other teams in the company?

What works for me is bringing organic chai in from time to time for what's now known as "Tea Thursdays." I start brewing Masala chai early in the morning and prepare mugs, almond milk, and sweetener. Collaboration is my cup of tea!


Technical Process Analyst II

How does the company support your career growth?

At GHX, your career is what you make it. My team frequently conducts skip-level meetings where we have open dialogue around career aspirations, projects we want to execute on, and any roadblocks we’re hitting. I’ve always felt empowered to grow here at GHX.


Manager, Financial Planning & Analysis

What are GHX Perks + Benefits

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Documented equal pay policy
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Some Meals Provided
Happy Hours
Recreational Clubs
Home Office Stipend for Remote Employees
$125 per month
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Paid industry certifications

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