About Us: GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
Role Summary: An Online Engineer (OLE) is responsible for providing remote technical support to our customers in an effort to minimise downtime and disruption of clinical services. Service support is generally offered over the phone and in many instances remote diagnostic tools are utilised to improve the accuracy and speed of troubleshooting and resolution.
Essential Responsibilities: The OLE is a critical role in the provision of timely & quality service to customers experiencing a fault with their product and is required to provide technical triage, advice and where possible achieve a remote fix using a range of tools and leveraging the wider network.
Key responsibilities/essential functions include:
• Provide service to customers via phone support and network tools in order to troubleshoot, resolve, or triage support for equipment issues. • Work with the local field service team & GE team to minimize equipment downtime via triage/transfer of complex technical issues to on-site Field representatives. • Utilise all tools available to drive first time onsite fix and remote fix. • Responsible for hard down issues from customer call to resolution and track performance and uptime metrics for the modality in conjunction with GE1 team and Field Engineering teams. • Identify opportunities to improve overall Service Delivery processes, remote tools, and support capabilities. • Provide reports and metrics to Regional and Local teams on individual system performance, particularly early identification of intermittent issues and trends across the Install base. Track and provide prioritized work to Field Teams on high failure systems to improve performance and parts utilisation. • Provide feedback to Service Engineering to address ongoing quality issues and be up to date on technical aspects in relation to remote service. • Pioneer and drive adoption of new remote technologies, and be instrumental in providing feedback to grow the knowledge base. • Partner with the Regional Support engineers (Level 3) to diagnose complex issues & continually drive improvement in customer service delivery. • Occasionally, offer onsite support to solve complex issues. • Ensuring all systems have current connectivity and liaise with customer IT to resolve initial and ongoing connection issues. • Maintain up-to-date knowledge of modality products (anesthesia, monitoring & cardiology), service expertise, and tools. • Utilize the GEHC local & global escalation process as needed to escalate customer issues and deliver corrective action plans in a timely manner. • Manage and support improvements in business processes that maximise competitiveness, enabling continued business growth.
Quality Specific Goals:
1. Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position 2. Complete all planned Quality & Compliance training within the defined deadlines 3. Identify and report any quality or compliance concerns and take immediate corrective action as required 4. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
Qualifications/Requirements: • Bachelor’s degree in engineering or IT diploma or equivalent industry experience • Strong IT and networking skills • At least 5 years experience in the desired modality (Anaesthesia, monitoring & cardiology), operating at the highest level • Demonstrated Excellence in Customer Management Skills • Strong Computer Hardware Skills & Proficient in Microsoft Windows, Linux and Microsoft Excel
Desired Characteristics: • Strong Interpersonal & Communication Skills • Ability to Travel for Installations or Field Services • Ability to stay calm in high pressure situations and coach people through solving problems • Exceptional teamwork, verbal and written communication skills.
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