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.
#LI-SE
Additional Information
Relocation Assistance Provided: No