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General Electric Technical Support Engineer I, Portrait Mobile in Erie, Pennsylvania

Job Description Summary

Provide Technical support for Portrait Mobile product offering onsite and remotely. The Monitoring Technical Support Engineer I (TSE I) drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Engineers (FE’s), Client Service Technicians (CST’s), and Customers experiencing system performance issues.

GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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.

Job Description

Key Responsibilities :

  • Provide remote and on-site technical support for Monitoring.

  • Use successful, effective field experience and knowledge to provide technical support to FE’s, CST’s, and customers that may include both remote and onsite support.

  • Utilize the GEHC escalation process as needed, working closely with local customer and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner.

  • Work with Modality / Service Engineering, Product Engineering and field support specialists to drive product quality, serviceability, and resolve formal customer escalations.

  • Coach and train FE's to ensure that technical and customer skills are up to date and meet the needs of the business. On occasion may serve as subject matter expert (SME) for FE modality training through the Service Quality Standard (SQS) training curriculum.

  • Identify field process improvements such as pre-PM work, PM cycle time, remote TTR work, field-based technical training to support use of remote diagnostic troubleshooting tools and processes in the field.

  • Identify field quality improvements to include hazardous/ non-hazardous complaints via Trackwise.

  • Must travel to customer sites and support installations, FMIs and customer escalations (CSOs).

  • Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience, knowledge of legacy Monitoring products. Knowledge and experience using Common Service Desktop, CRM and other remote tools as required.

  • Willingness to be available "after hours", and/or work a rotating On-Call schedule, including weekends, for critical issues and coverage, as necessary.

  • Travel to customer sites and support installations, FMIs and customer escalations (CSOs). Must be willing to travel up to 70% of the time.

Required Qualifications :

  • Minimum 5 years of engineering experience as an FE II and/or FE III, or the equivalent external to GE with regards to the repair and maintenance of patient monitoring systems; demonstrated ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems OR…

  • High School Diploma/GED AND 8+ years of experience servicing mechanical and/or electrical equipment, OR…

  • Associate’s or Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND 5 years of experience servicing mechanical and/or electrical equipment OR…

  • Equivalent military education to Associates or Bachelor's degrees AND 5 years of experience servicing mechanical and/or electrical equipment.

  • Must have consistently performed as an FE II, or an FE III, or the equivalent external to GEHC for a period of 5 years before consideration

  • Ability to meet customer site access requirements, including COVID-19 vaccination

  • Demonstrated experience with healthcare enterprise technologies (Local area networking, virtualization, server hardware, windows domains, Linux operating systems, 802.11 network architecture)

  • Demonstrated experience with cybersecurity in digital technology (encryption, port scanning, software firewall configurations, certificates, Wireless LAN security)

  • Demonstrated knowledge of system/application integration and HL7 messaging

  • Special Physical Requirements: Must be able to lift, carry, push, and pull up to 35 lbs. unassisted and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit and stand for long periods of time. Must also be able to reach at, above and below shoulder level, flex/extend neck and have good hand and finger dexterity. Specific vision abilities required by this job may include color, close vision, distance vision, peripheral vision and depth perception.

  • Must have and maintain a valid Driver’s License.

  • Ability to meet customer site access requirements, including COVID-19 vaccination

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

Additional Information

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 conditioned upon the successful completion of a drug screen (as applicable).

As a federal government contractor, GE requires U.S. employees to be fully vaccinated against COVID-19, unless an employee is in a state where this requirement is temporarily paused for federal contractors. Proof of vaccination will be required.

Relocation Assistance Provided: No