General Electric Customer Support Engineer in Madrid, Spain
Job Description Summary
Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support,
The Customer Support Engineer’s main domain will be to quickly and efficiently resolve issues, escalated coming from the region service organization. This on basis of Incident or Problem requests from the regional service (L1&L2) organizations to recover the site as fast as possible and thereby re-enabling the customer’s workflow to their satisfaction.
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.
Key Responsibilities & essential functions
Resolving of Level 3 Incident-, Problem- or Event-Reports
Detailed documentation of solutions and creation of technical articles about service request
Finalization/review of service requests and escalation closure after region service organization confirmation
Work collaboratively with remote L4, Technical Management and regional service teams
Pro-active knowledge sharing and information exchange on Product evolution, patches and other areas of expertise (e.g. re-occurring service request and potential problem source or Install & Upgrade best practices) towards the regions and within the team
After ca. 3-6 months introduction to the job, readiness to take 24x7 call shifts
3-5 years experience supporting critical IT systems (preferable PACS/RIS)
Degree in an IT related field or equivalent
Must have good understanding of ITIL Service Operations and Incidence Management and associated experience
Proficient technical experience in relational database system (MS SQL, Sybase, Oracle), network infrastructure or Windows Server 2012/2016
Good working knowledge of Linux, networking, SQL queries and Log File reading
English (fluent in direct conversations and written)
Excellent analytical/ problem solving and communication skills including ability to provide clear and concise status to senior management
Ability to accurately document and share information with global peer group
Autonomous work attitude and personal responsibility on the assigned duties, also in stressful situations
Previous exposure to clinical workflow and application configuration of Imaging Products
Extended technical experience, e.g. troubleshooting and performance optimization for environments like ESX infrastructures, Citrix, Databases, Networks or similar.
GE Healthcare is an Equal Opportunity Employer where inclusion matters. 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.
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.
Relocation Assistance Provided: No