Job Description Summary

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

The Customer Services Engineer is responsible to provide remote and on-site support for the region’s customers’ reported incidents and requests for the GE Healthcare Digital solutions product, configuration, and application issues/questions

Job Description

Essential Responsibilities

In this role, you will:

• Provide remote and on-site support to regional customers for GE RIS/PACS solutions via remote tools, phone and email and/or make on-site support visits.
• 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 the region’s 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 and/or on-site 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. 

Quality Specific Goals

• 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.
• Complete all planned Quality and Compliance training within the defined deadlines.
• Identify and report any quality or compliance concerns and take immediate corrective action as required.

Qualifications/Requirements

Required

• Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math).
• 5 to 10 years of progressive work experience.
• ITIL Foundation certified.
• Ability to work hours stipulated to the required business needs.
• Willingness to travel up to 20%

Desirable 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 distil 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.

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Additional Information