In the Field: ‘Spiritual Satisfaction’ from Maintaining Nuclear Medicine Equipment
For Masoud Khan, 55, his greatest sense of accomplishment comes from walking into a hospital or clinic and repairing the nuclear medicine equipment that’s not working correctly. Doctors and patients depend on them, often urgently, to help treat injured patients.
“When I repair these machines, I feel an internal spiritual satisfaction from helping these people and being thanked by them,” says Masoud, a Senior Field Service Engineer. “This is not only a job and a way to earn a living, it’s also serving patients. I love this human-service aspect of what I do.”
in 1996, Masoud began his career with GE Healthcare in Pakistan, before moving to Saudi Arabia in 2001. Today, he works on all modalities of nuclear medicine, including CT and PET/CT scanners, primarily in the Kingdom’s Western Region.
His most memorable repair experience occurred during the tragic 2015 stampede at Mina during the Hajj. More than 700 people died, while many more were injured. A large number of them were taken to local hospitals in Mecca. Unfortunately, just as the disaster unfolded, one of the CT scanners at the nearby emergency hospital broke down.
Masoud was called to make the repair. “I remember arriving and seeing the corridors full of injured people, with so many in such a bad state.”
He quickly diagnosed the problem and immediately ordered the spare part, which was in Riyadh. GE Healthcare ensured it was quickly transported to the hospital, where Masoud installed it right away. As a result, the machine was up and running in record time to help handle the huge number of injured pilgrims requiring diagnoses and treatment.
Aside from racing against the clock to keep equipment up and running as much as possible, Masoud says the other main challenge is ensuring customer satisfaction.
That’s because in his role as a field service engineer, he can be quick in diagnosing and resolving any problem, but if the repair needs a spare part that’s not immediately available, there’s nothing he can do to speed its delivery. What he can and does do is transparently explain the situation to the customer and keep them constantly updated on the part’s delivery and repair timeline.
Masoud is one of nine field service engineers from the Middle East, North Africa, Turkey and Pakistan region to be selected to participate in GE Healthcare’s Global Field Engineer Olympic Academy. They are among nearly 80 field service engineers from around the world selected to participate in a weeklong learning and development event during May at the GE Healthcare Institute in Waukesha, Wisconsin (USA).
Read more stories about GE Healthcare’s work to enhance healthcare across the Middle East and North Africa.