Service Magazine Fall 2017

30 | @Service Magazine Summer 2017 It Takes a Team “Siemens doesn’t have Dan Grzeskowiak . Philips doesn’t have Dan Grzeskowiak. GE has Dan Grzeskowiak, so we need to buy GE MRI scanners!” said Beth Newton, Lead MRI Technologist, University of Cincinnati Medical Center (UCMC). When UCMC recently decided to partner with GE Healthcare on a five-year, $20 million agreement to purchase equipment from us, it was thanks, in large part, to the trust and confidence they have in our field service team, particularly Dan. Our field teams are in front of customers every day, building critical relationships with them, earning their trust, and going above and beyond to deliver the best customer experience. It takes teamwork across the entire account community, Service and Sales working side-by-side, to deliver the best possible customer experience. Recently, Walter Roth , MR Product Sales Specialist (PSS), asked Dan to attend all the sales meetings with UCMC’s Radiology department due to how much the customer values and respects Dan’s opinion. The team, the team, the team For Dan, who’s been a field service engineer with GE Healthcare for 32 years, it’s all about the team. “It’s not about any one person. There are many field engineers across the country who do what I do. I’m blessed to be part of a fantastic team in Cincinnati and supported by amazing people across our company!” The FSE and customer relationship is core to GE’s partnership with the customer. “As FSEs, we do so much more than just service the equipment,” said Dan. “We continually build relationships with our customers. We become friends with them. We know about each other’s families and activities. Some of these relationships span 30 years or more. And service working very closely with sales, and service sales, is key to helping deliver customer satisfaction.” For Dan and the Ohio Valley team, it’s a priority to represent one team to the customer. They make sure sales is aware of any service issues so when they visit a customer site they’re not blindsided by any customer concerns. The entire account team attends regular meetings and T-cons, and they make sure they’re all on the same page and the customer sees them working together, representing one GE team. Customers and coworkers recognize Dan’s work “I’ve been in the healthcare industry for over 20 years and Dan is the best field engineer I’ve ever worked with,” Pamela Emrick , NUC and MR Manager, Mercy Health “Because of Dan’s exceptional service, we’re looking at upgrading and/or replacing our two MRI scanners with GE scanners,” Amber Peetz , Lead MRI Technologist, Dearborn County Hospital “Dan is one of the reasons I always push for GE scanners. He is without a doubt the best service engineer we have ever had from any company,” Paul Toney , Lead MRI Technologist, University of Cincinnati Medical Center “Dan helps engineering root cause issues instead of just replacing parts, so the next guy doesn’t have an issue,” David Snastin , Technical Support Engineer. “Dan’s the consummate professional. Whether it’s responding to an emergency at a customer site on his day off, or helping internal and external customers, he’s the true embodiment of a servant leader,” Gary Sweeney , Imaging Account Manager, Ohio Valley Region. “I’ve worked in healthcare for 16 years, and I knew from week one that Dan is a special service engineer and our company is lucky to have him,” Michael Mann , MRI Service Engineer, North Central Zone. Individuals Field Engineer Mike Mann with Dan at a customer site. For Dan it’s all about delivering the best possible customer experience. “I try to keep in mind, what if that was my wife or mother on the table? That’s the level of service I try to deliver every day. It’s so rewarding knowing the equipment we maintain is helping so many people in our communities and making a difference in their lives.”