General Electric Technical Support Engineer in Loves Park, Illinois
Job Description Summary
As a Software Support Engineer, you will be providing remote 24x7x365 technical and application support for our customers. Our team delivers expert troubleshooting, configuration, upgrade, and system management support, and engages hospital IT and GE resources to resolve software and hospital infrastructure issues affecting the performance of our products. You will also manage multiple avenues for proactive analysis of customer’s systems which enhances relationship-building, customer satisfaction, and opportunities for improvement.
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.
Provide advanced, expert level remote and on-site technical support for GE Healthcare software products.
Use successful, effective field experience and knowledge to provide technical support to FE's, CST's, TSE I's, and Peers.
Customers that may include both remote and onsite support.
Has and provides advanced expert support and training in (insert modality). Sought out as a technical subject matter expert for new capability development projects.
Expert Level support of the GEHC escalation process working closely with customer and field teams to define and support implementation of corrective action plans to resolve customer issues in a timely manner.
Evaluate others' contributions, develop ways to improve, and personally contribute to the online knowledge archive, the
Problem Solution Database (PSDB), to increase the technical solutions available to FE's and fellow TSE's. Responsible for maintaining the PSDB.
Improve productivity tools through idea generation, workout leadership, and projects that are cross-functional, global, and impactful.
Champion Productivity Programs and act as change agent/ field ""expert"" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support.
Partner to direct, manage and support improvements in business processes that maximize competitiveness, enabling continued business growth. (Insert if appropriate for the Modality: This may include leveraging service capabilities by increasing the number of customer systems connected to the internet to improve remote troubleshooting and remote fix rates, or PM cycle time reduction.)
Sought out to provide valuable input to new product development using experience in resolving technical issues. This includes improvements in service readiness, service diagnostic tools, feature enhancements and product quality.
Leads or co-leads Project Teams in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support
Identifies and leads Material and Purchased Service cost improvement initiatives for the modality.
Partners with, and sought out by Service / Product Engineering and field support specialists to improve product quality and resolve formal customer escalations.
Maintain, grow, and train others with regards to up-to-date knowledge of modality products, service expertise, and tools to maintain “field expert” advisory status.
Coaching and training for FE's and CST's to ensure that technical and customer skills are up to date and meet the needs of the business. Constantly sought out and engaged as subject matter expert (SME) for FE modality training through the Service
Quality Standard (SQS) training curriculum.
Identify and champion field quality improvements to include hazardous/ non-hazardous complaints via Trackwise.
Travel to, support, and advise installations, FMIs, and customer escalations (CSOs) at customer sites, as needed.
Provide technical advisement and support for contract sales.
Participate in rotations to provide 24x7x365 customer support.
- Minimum 1 year experience as a Technical Support Engineer 1, Or minimum of 5 years engineering experience or the equivalent pertaining to the repair and maintenance of systems.
- Computer skills to include knowledge of software programing and database applications.• Ability to work independently with minimum direction.• Effective communication skills, both written and verbal.• Demonstrated ability to effectively interface with cross-functional teams.• Bachelor’s Degree in Computer Science, IT or related field.• Knowledge/experience with the healthcare industry.• Strong customer-service skills.• Highly motivated team-player.• In depth knowledge of Centricity Perinatal. • 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.• Strong multisystem troubleshooting skills.• Proficient in Microsoft Office Suite, Excellent computer skills.• Microsoft OS/Server. Including GPO AD and Microsoft security features.• Linux.• MSSQL.• Understanding of LAN/MAN/WAN Networking. • Understanding of TCP/IP, Unicast, Broadcast.• Understand basic scripting
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.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://assets.phenompeople.com/CareerConnectResources/GE11GLOBAL/en_global/desktop/assets/images/poster_screen_reader_optimized_w_supplement.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.
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 you receive an approved medical or religious accommodation. Proof of vaccination will be required.
Relocation Assistance Provided: No