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Senior Customer Support Engineer

  • GE Healthcare
  • Experienced
  • Posted 1/11/2018 11:52:33 AM
  • 3045620
  • Job Function: Services
  • Business Segment: Healthcare Digital
Location(s): United States; Alabama, Alaska, American Samoa, 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


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:
This role is responsible for providing expert software support services for GE Healthcare customers in an individual contributor role . Provide support to customers experiencing technical or application workflow issues displaying an in-depth client workflow or technical difficulties displaying in-depth technical knowledge of the technology in the Software Products. Working knowledge of operating system (for example file transfer, etc.).

Essential Responsibilities:

  • Uses advanced troubleshooting techniques, clinical knowledge
    and/or programming skills to make needed modifications to customer database to
    ensure information integrity for the customer
  • Uses advanced troubleshooting techniques, clinical
    expertise/knowledge and/or programming skills to analyze and resolve customer
    issues as assigned in compliance with the standard turn-around time or project
    milestones
  • 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 as well as working with other analysts/engineers in addressing
    application/product integration issues
  • 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
  • Analyzes and resolves complex application/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
  • 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



Qualifications/Requirements:

Basic Qualifications:



  • Bachelor’s Degree with minimum of 3 years technical or
    clinical working experience or Associates Degree and 5 years of technical
    and/or clinical customer support experience or High School Diploma/GED and High
    School and 7 years of customer support experience.
  • GE Leadership Program Graduates will get credit towards
    relevant work experience, commensurate to the program they have completed





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. 



Desired Characteristics:

  • Bachelor’s Degree in Computer Science, IT or related field
    or a Clinical degree
  • 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



#DTR



Locations: United States; Alabama, Alaska, American Samoa, 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

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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