Role Summary:This role is responsible for customer and field engineer support. As part of a world class support team, provides reactive and proactive remote service of customer equipment followed by appropriate action and ownership. The position requires deep dive capability on product and hardware related matters, and ability to successfully communicate issues and resolutions with customers.
This position requires management of complex customer interactions while maintaining customer engagement and satisfaction.
In this role, you will:
Isolate problems to source device; distinguish type of problem, identify potential solutions, isolate to most granular level resulting in solution.
Drive world-class support to global GE Healthcare customers.
Document and follow through with development for all submitted defects.
Work with OEM vendors when applicable for problem resolution.
Exemplifies "can do" attitude, identifies gaps and provides solutions.
Builds relationships across the organization, especially with the development teams to influence and improve product design and quality.
Proactively share information across the team, to the right audience with the appropriate level of detail and timeliness
Support process improvements which guide the development, sustaining & support activities
Work cross functionally with other business departments to align activities and deliverables
Communicate effectively both within immediate team, service, and across leadership teams
Some after-hours shift and/or pager duties are required.
Qualifications/Requirements: Bachelor's Degree in Computer Science or in "STEM" Majors (Science, Technology, Engineering and Math)
A minimum of 5 years of professional experience in a technical discipline OR Master's degree with 3 years of experience in a technical discipline
GE Leadership Program Graduates will get credit towards relevant work experience, commensurate to the program they have completed
Previous Healthcare IT experience
Ability to code scripts to resolve customer's issues.
Ability to effectively troubleshoot an issue down to the code being executed to get to root cause.
Previous experience troubleshooting and interaction with multiple servers.
Ability to prioritize multiple tasks and responsibilities while maintaining a high level of quality service.
Legal authorization to work in the U.S. is required. GE may agree to sponsor an individual for an employment visa now or in the future if there is a shortage of individuals with particular skills.
Must be willing to travel at least 10%
Experience with Windows based programming
Strong database knowledge and understanding SQL
Strong OS knowledge and understanding Windows Server
Centricity RIS-IC knowledge
Demonstrates the initiative to explore alternate technology and approaches to solving problems
Skilled in breaking down problems, documenting problem statements and estimating efforts
Demonstrates awareness about competitors and industry trends
Ability to takes ownership of small and medium sized tasks and deliver while mentoring and helping team members
Ensures understanding of issues and presents clear rationale. Able to speak to mutual needs and win-win solutions. Uses two-way communication to influence outcomes and ongoing results
Identifies misalignment's with goals, objectives, and work direction against the organizational strategy. Makes suggestions to course correct
Continuously measures deliverables of self and team against scheduled commitments. Effectively balances different, competing objectives
Strong oral and written communication skills
Strong interpersonal skills
Effective team building and problem-solving abilities
Persists to completion, especially in the face of overwhelming odds and setbacks. Pushes self for results; pushes others for results through team spirit
GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE's mission and deliver for our customers. www.ge.com
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, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
Additional Eligibility Qualifications: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).Additional Locations:United States;Illinois, Vermont;South Burlington, Chicago;
About General Electric
General Electric is a high-tech industrial company engaged in energy, healthcare, and transportation.