Location(s): United States; Washington; Open remote, and other US cities.
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. GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Role Summary: Provide expert software technical support for customer, escalations and provide remote solutions to customers experiencing technical difficulties. Will support the following products CPACS, PACS IW, EA, ZFP, Universal Viewer using the current technology used in GEHC Software Products for example Windows Server, PowerShell, SQL Server, Linux, Sybase, Replication, Networking, IIS, SSL and Tomcat. Requires the ability to communicate effectively with customers and follow required procedures..
Uses advanced troubleshooting techniques and programming skills to make needed modifications to customer database to ensure information integrity for the customer
Uses advanced troubleshooting techniques and programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
Uses standard utilities and programming skills, deliver software to customer sites from GEHC standard version libraries
Updates GEHC system with resolution status
Supports product or application with little or no assistance, while maintaining a high level of quality following all GEHC department standards Is responsible for quality solutions to be implemented at client sites
Understands and follows corporate, divisional and departmental standards
Adheres to and advances the use of GEHC coding conventions, debugging techniques, tools, and documentation
Expert in the use of a wide range of debugging techniques
Has in-depth knowledge of at least 1 major product
Analyzes and resolves complex software issues with minimum assistance
Assists in conducting business evaluations and document findings in the agreed upon turn-around times
Serve as an escalation point within the team to increase knowledge and decrease escalations
Acts as a resource, coach, and mentor as applicable, including serving as a functional resource to staff and customers Identify knowledge gaps and trends to develop training and build the skills of fellow engineers
Contributes quality articles to the knowledge base, also responsible for technical reviews of other team members articles
Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients as applicable - meeting all project plan dates set
Displays in-depth knowledge to support multiple products or suites with little or no assistance, while maintaining a high level of quality and following all GEHC department standards
Has a concentration in/familiarity with other applications to develop integration expertise
May write or contribute user/technical documentation and case notes
Meets with customers as necessary, analyzes their needs, and provides insight into products and their functionality
May be required to work overtime, on-call, weekends, and holidays Identify and report any personal quality or compliance concerns immediately to the Quality Organization
Ensure timely dispatch closure
Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
Flexibility to provide onsite support, as needed
Provides advanced customer support in 24x7 environment
Bachelor’s Degree with minimum of 3 years technical working experience or Associates Degree and 5 years of technical customer support experience or High School Diploma/GED and High School and 7 years of customer support experience.
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
Computer skills to include knowledge of software programing and database applications.
Ability to work independently with minimum direction.
Effective communication skills.
Demonstrated ability to effectively interface with cross-functional teams.
Ability to work night/weekends.
Bachelor’s Degree in Computer Science, IT or related field
Knowledge/experience with the healthcare industry
Strong customer-service skills
Highly motivated team-player
Prior project or technical leadership experience
Demonstrated ability to train/mentor peers
Ability to stay calm in pressurized situations and coach people through solving problems
Ability to drive improvements in efficiency knowledge of GE Healthcare products preferred
Proficient in Microsoft Office Suite, Excellent computer skills, Networking ability
Green Belt certified
Locations: United States; Washington; Open remote, and other US cities.
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