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Online Engineer

  • GE Healthcare
  • Experienced
  • Posted 1/4/2018 9:49:36 PM
  • 3036895
  • Job Function: Services
  • Business Segment: Healthcare Digital
Location(s): Singapore; Singapore

About Us:
GE {NYSE: GE} works on things that matter. The best people and the best technologies taking on the toughest challenges. GE operates in over 160 countries and employs more than 300,000 people worldwide, finding solutions in energy, health and home, transportation and finance to build, power, move and cure the world. Not just imagining. Doing.

Role Summary:
The OnLine Engineer is responsible to provide remote support for all ASEAN customers’ reported incidents and requests for the GE Healthcare Digital solutions product, configuration, and application issues/questions.

Essential Responsibilities:
In this role, you will:
• Provide remote support to ASEAN customers for GE RIS/PACS solutions via remote tools, phone and email.
• Ensure timely and proper logging and updating of all customer reported incidents and requests into cases in Service Cloud.
• Responsible for the implementation and upkeeping of GE Proactive Monitoring Solutions across ASEAN Installed Bases.
• Troubleshoot the alerts received from GE Proactive Monitoring Solution and ensure timely and proper updates are logged into cases in Service Cloud.
• Vendor Management. (Example: Liaising with hardware vendors on for remote troubleshooting or preventative maintenance)
• Research and troubleshoot issues involving all aspects of the GE Healthcare Digital solutions, including but not limited to user interface, network and communication connectivity and performance, on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated hardware infrastructure, and interfaces to enterprise systems such as HIS and EMR.
• Ensure that the operational status of GE Healthcare Digital solutions is meeting or exceeding the uptime guarantee of 99.95% monthly.
• Identify and escalate high severity incidents to Regional Support Engineer to achieve prompt resolution.
• Maintaining daily communication with customers on solution issues to ensure timely follow-up and resolutions leading to customer satisfaction.
• Keeping up to date on administrative responsibilities such as ensuring customer information is up to date.
• Able to undertake rotational after office hours on-call standby duties.
• Adhere to all ITIL processes and methodology.

Basic Qualifications:
• Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math).
• 5 to 10 years’ of progressive work experience.
• ITIL Foundation certified.

Eligibility Requirements:
• Legal authorization to work in Singapore is required. We will sponsor individuals for employment visas, now or in the future, for this job.
• Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.
• Must be able to work hours stipulated to the required business needs.

Desired Characteristics:
• Positive attitude when dealing with customers and co-workers.
• Strong common sense and logical reasoning skills.
• Familiarity with remote monitoring and diagnostics solutions and concepts.
• Exceptional troubleshooting, customer service, and analytical skills.
• Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach.
Technical Expertise:
• Possesses working knowledge of enterprise software solutions (Windows and Linux operating systems, databases, backup, automation and virtualization).
• Possesses working knowledge of DICOM and HL7.
• Possesses working knowledge of programming (VB script, Javascript).
• Possesses working knowledge of networking (F5/A10 load balancers, Cisco routers/switches).
• Ability to distill general customer requirements down to actionable work products in context. Can be utilized to problem solve at customer sites as the GE representative.
• Possesses prior experience working in a Healthcare IT environment.

Business Acumen:
• Goes above and beyond for the customer; builds a good customer relationship to best understand customer needs.
• Addresses all customer concerns/issues in a timely and satisfactory fashion in accordance to the agreed Service Level Standards.
• Exhibits thorough understanding of customer enterprise environment – as well as interdependencies between departments.

• Completes assigned tasks on time and with high quality. Takes independent responsibility for assigned deliverables.
• Discerns and understands own role in team and in relationship to their function. Recognizes collaborative behavior and participates in collaborative activities. Accepts team membership and identifies with team goals. Elicits ideas from others to improve the work group's capabilities. Builds & maintains strong relationships with team members.
• Communicates clear, concise, and relevant information to groups large and small. Distills information down to key points. Uses relevant and appropriate presentation techniques and adjusts message to audience.
• Recognizes criticality of an event or service interruption based upon organization definitions. Follows established set of organizational escalation procedures. Works with business units to determine mission critical applications.

Personal Attributes:
• Ability to communicate in English and local language.
• Guides the conversation in a constructive manner; asks questions to uncover the critical information required to make decisions.
• Seeks to understand problems thoroughly before implementing solutions. Asks questions to clarify requirements when ambiguities are present. Implements clean, concise solutions that address the requirements at hand.
• Pursues projects with energy, drive and a need to finish.
• Fosters a strong working relationship with customer in order to generate a clear understanding of their needs and concerns; possesses ability to think from clients’ perspective.
• High degree of self-motivation and ability to work independently.

Locations: Singapore; Singapore

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.

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