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Sr. Customer Support Engineer

  • GE Healthcare
  • Experienced
  • Posted 12/18/2017 7:51:50 PM
  • 3039511
  • Job Function: Services
  • Business Segment: Healthcare Digital
Location(s): United States; Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; 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 & networking 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 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 procedures..

Essential Responsibilities:

  • Uses advanced troubleshooting techniques networking 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 & amp; nbsp.
  • 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 & nbsp.
  • 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.



Qualifications/Requirements:

Basic Qualifications:

  • 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.

Eligibility Requirements:

  • 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.
  • Must be willing to work nights or weekends



Desired Characteristics:

  • 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.
  • Network Systems experience, CPACS experience.
  • 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.

#DTR



Locations: United States; Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; Open remote, and other US cities.

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.

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion​ of a background investigation and drug screen.


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