General Electric Senior Customer Support Engineer, GE Healthcare in Jefferson City, Missouri
GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we live in. At GE, we believe it’s about the future of industry—energy, healthcare, transportation, manufacturing. It’s about making the world work better. GE is transforming itself to become the world's premier digital industrial company, executing critical outcomes for our customers. Explore how you can drive greater asset reliability, lower operating costs, reduce risk and accelerate operational performance with our Predix platform and software solutions.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.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.
Provide expert software support services for GE Healthcare customers in an individual contributor role. 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 MS, SQL and operating system (for example file transfer, etc. .
Uses advanced troubleshooting techniques, clinical knowledge and/or programming skills to make needed modifications to customer database to ensure information integrity for the customer
Uses advanced troubleshooting techniques, clinical expertise/knowledge and/or programming skills 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
Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients as applicable - meeting all project plan dates set
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
Follows/establishes external escalation path and effectively diffuse customer conflicts and bring to resolution
May be required to work overtime, on-call or weekends Qualifications/Requirements: Basic Qualifications:
Bachelor’s Degree with minimum of 3 years technical or clinical working experience or Associates Degree and 5 years of technical and/or clinical customer support experience or High School Diploma/GED and High School and 7 years of customer support experience.
Must be willing to travel minimally
Must be able to work overtime, on-call or weekends Eligibility Requirements:
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. Desired Characteristics:
Familiarity with installation and troubleshooting of GE ZFP product
Bachelor’s Degree in Computer Science, IT or related field or a Clinical degree
Knowledge/experience with the healthcare industry
Strong customer-service skills
Highly motivated team-player
Prior project or technical leadership experience
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#DTR Locations: United States; Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, WyomingGE will only employ those who are legally authorized to work in the United States for this opening.