Sr Associate - Digital Customer Support Eng

Roles and Responsibilities:

Job Overview:

Responsible for providing expert software support services for GE Healthcare customers in an individual contributor role. USCAN nights and/or weekend shift schedule.

• 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.
• Working knowledge of operating system (for example file transfer, etc.).
• Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues.
• Follows procedures for reporting application bugs and updating.

Full time remote any location continental USA

Essential Responsibilities:

• Uses advanced troubleshooting techniques, clinical knowledge and/or programming skills to make needed modifications to customer database to ensure information integrity for the customer and 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.
• Understands and follows corporate, divisional and departmental standards, 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.
• 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 timely dispatch closure. 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
• Possible 10% travel to customer sites

Required Qualifications:

• Bachelor’s Degree or Associates and 1 year of progressive experience within technical service role or equivalent (defined as High School Diploma/GED and 5 years progressive experience within technical service role: software, hardware, networks databases, and/or desktops.
• GE Leadership Program Graduates will get credit towards relevant work experience, commensurate to the program they have completed
• Ability to work nights and weekends
• Excellent verbal and written communication skills, and customer service attitude skills
• Excellent understanding of client needs and the impact of support related work
• Ability to prioritize multiple tasks and responsibilities while maintaining a high level of quality service
• Highly effective at working in a fast-paced, dedicated team environment with shifting priorities
• Ability to work across departments internally and externally in troubleshooting problems
• Healthcare information technology experience a plus
• Minimum of five years experience in one or more of the following: Java , Networking, MSSQL, Sybase, Linux, Microsoft Platforms
• Knowledge of CPACS, UV, ZFP, Workflow Manager, EDL a plus
• Familiar with service support tools such as Service Cloud, Citrix VDI and internal support applications

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.