General Electric Customer Support Engineer Analyst in Barrington, Illinois

Role Summary:

The Customer Support Engineer Analyst is responsible for resolving product, configuration, and application issues/questions for the GE Digital solutions products. May also be responsible for providing expert software support services for GE Healthcare customers in an individual contributor role and/or the role may spend up to 50% of the time as a Team Supervisor.

Essential Responsibilities:

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 (for example, M, Visual Basic, Client/Server, etc.). Working knowledge of operating system (for example file transfer, etc.).

  • Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.

  • Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues.

  • 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

  • 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 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

  • May be required to work overtime, on-call or weekends

Qualifications/Requirements:

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

  • Computer skills to include knowledge of software programing and database applications or clinical expertise

  • GE Leadership Program Graduates will get credit towards relevant work experience, commensurate to the program they have completed

Eligibility Requirements: (Country Specific)

  • Legal authorization to work in the U.S. is required.

  • 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

  • Must be willing to travel > 60%

  • Must be willing to work out of an office located in Chicago, IL

Desired Characteristics:

  • Ability to work independently with minimum direction

  • Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams

  • 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

  • knowledge of GE Healthcare products preferred

  • Familiarity with remote monitoring and diagnostics solutions and concepts.

  • Exceptional troubleshooting, customer service, and analytical skills.

Technical Expertise:

  • Identify and report when there are deviations on scope, schedule or budget.

  • Possesses working knowledge of concepts such as Agile and Waterfall. 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.

  • Understands architecture types, principles, patterns, terminologies and tools. Understands the architecture development process & methods. Understand the current level of adoption of the architecture best practices on per program basis.

  • Understands the primary competitors and partners in the product space. Understands the go to market strategy and positioning of products Recognizes variations to the process and works to resolve independently. Can adapt to gaps or exceptions to the processes and adjust accordingly.

Business Acumen:

  • Goes above and beyond for the customer; builds a good customer relationship to best understand customer needs.

  • Manages project delivery in a quality fashion; obtains satisfactory levels of customer satisfaction.

  • Addresses all customer concerns/issues in a timely and satisfactory fashion.

  • Exhibits thorough understanding of customer enterprise – as well as interdependencies between departments. Demonstrates ability to interact with influencers, stakeholders, and decision makers as part of a larger customer account plan. Finds ways to access and engage senior customer leadership.

  • Understands how the business solves the problem in specific domain areas using the technology.

Leadership:

  • 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. Does not impede collaboration. 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.

Personal Attributes:

  • 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.

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 at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . 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.

Locations: United States; Illinois; Chicago

GE will only employ those who are legally authorized to work in the United States for this opening.