Customer Services Engineer - HCD

Job description

Job Description Summary GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. 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. The Customer Services Engineer is responsible to provide remote and on-site support for the region’s customers’ reported incidents and requests for the GE Healthcare Digital solutions product, configuration, and application issues/questions Job Description Essential Responsibilities In this role, you will: Provide remote and on-site support to regional customers for GE RIS/PACS solutions via remote tools, phone and email and/or make on-site support visits. Ensure timely and proper logging and updating of all customer reported incidents and requests into cases in Service Cloud. Responsible for the implementation and upkeeping of GE Proactive Monitoring Solutions across the region’s Installed Bases. Troubleshoot the alerts received from GE Proactive Monitoring Solution and ensure timely and proper updates are logged into cases in Service Cloud. Vendor Management. (Example: Liaising with hardware vendors on for remote and/or on-site troubleshooting or preventative maintenance) Research and troubleshoot issues involving all aspects of the GE Healthcare Digital solutions, including but not limited to user interface, network and communication connectivity and performance, on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated hardware infrastructure, and interfaces to enterprise systems such as HIS and EMR. Ensure that the operational status of GE Healthcare Digital solutions is meeting or exceeding the uptime guarantee of 99.95% monthly. Identify and escalate high severity incidents to Regional Support Engineer to achieve prompt resolution. Maintaining daily communication with customers on solution issues to ensure timely follow-up and resolutions leading to customer satisfaction. Keeping up to date on administrative responsibilities such as ensuring customer information is up to date. Able to undertake rotational after office hours on-call standby duties. Adhere to all ITIL processes and methodology. Quality Specific Goals Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position. Complete all planned Quality and Compliance training within the defined deadlines. Identify and report any quality or compliance concerns and take immediate corrective action as required. Qualifications/Requirements Required Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math). 5 to 10 years of progressive work experience. ITIL Foundation certified. Ability to work hours stipulated to the required business needs. Willingness to travel up to 20% Desirable Characteristics Positive attitude when dealing with customers and co-workers. Strong common sense and logical reasoning skills. Familiarity with remote monitoring and diagnostics solutions and concepts. Exceptional troubleshooting, customer service, and analytical skills. Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach Technical Expertise Possesses working knowledge of enterprise software solutions (Windows and Linux operating systems, databases, backup, automation and virtualization). Possesses working knowledge of DICOM and HL7. Possesses working knowledge of programming (VB script, Javascript). Possesses working knowledge of networking (F5/A10 load balancers, Cisco routers/switches). Ability to distil general customer requirements down to actionable work products in context. Can be utilized to problem solve at customer sites as the GE representative. Possesses prior experience working in a Healthcare IT environment. #LI-SE Additional Information Relocation Assistance Provided: No