Senior Customer Support Engineer

Job description

3518613
Additional Cities

Continental United States
Career Level

Experienced
Relocation Assistance

No
Business

GE Healthcare
Business Segment

Healthcare Digital
Function

Services
Country/Territory

United States
Additional States/Provinces

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, Wyoming
Role Summary/Purpose

This role is responsible for providing expert software technical support services for GE Healthcare
customers in a 24x7 environment. This includes guidance on how to use the product and
advanced trouble shooting of software, hardware, network and operating system problems.
Essential Responsibilities

• Resolve customer issues, effectively troubleshooting complex issues to root
cause. Documenting actions taken for resolution. Keeping customers informed on the status of
their issues. Effectively manage a queue of multiple customer issues in a timley and efficient
manner. Make every customer interaction a satisfying experience.

•Supports multiple products and application with little or no assistance, while maintaining a high
level of quality following all GEHC department standards. 
•Able to create and manipulate sql scripts while insuring database integrity. 
•Ability to use Linux / Unix command line interface for troubleshooting. 
•Resolve NAS/SAN storage device issues. 
•Drive customer satisfaction through outstanding interpersonal skills and demonstrated ability to
resolve complex issues within the Support Team, preventing need for escalation. 
•Interact professionally and positively at all times with customers at varying levels of the
organization. 
•Use good judgment in providing and receiving sensitive information. 
•Follow all applicable security procedures in handling any patient identifiable data. 
•Gather accurate problem description and diagnostic information. 
•Conduct root cause problem determinations using developed troubleshooting skills, documented
procedures and available tools. 
•Demonstrate effective presentation skills necessary to educate clients on the application. 

Quality Specific Goals: 

1.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 
2.Complete all planned Quality & Compliance training within the defined deadlines 
3. Identify and report any quality or compliance concerns and take immediate corrective action as
required.
Qualifications/Requirements

1.Bachelors Degree with minimum of 3 years technical working experience or Associates Degree
and 5 years of technical customer support experience or High School Diploma/GED and High
School and 7 years of customer support experience: 
2.Excellent communications and interpersonal skills; demonstrated ability to effectively interface
with cross-functional teams. 
3.Developed working knowledge of PC and standard PC software including Microsoft Office and
database programs. 
4.Computer skills to include knowledge of software programming and database applications. 
5.High degree of self-motivation and ability to work independently. 
6.Ability to communicate using English. 
7.Ability to work a regular weekday shift with rotations to nights, weekends and holiday coverage. 
8.Ability to work overtime and on-call shifts. 
9.Ability to stay calm in pressurized situations and coach people through solving problems
The successful applicant must comply with GEHC’s standard background check, including a post-offer
drug test. 

In addition, during employment, the employee must comply with all customer
access policies, including but not limited to obtaining and/or providing proof of required
immunizations, and additional drug tests or background checks (including a federal government
background check if assigned to support a contract with the federal government).
Desired Characteristics

1.Bachelors Degree. Strong experience in Microsoft SQL Server and/or Oracle database
management. 
2.Knowledge/experience with the healthcare industry 
3.Ability to work independently with minimum direction 
4.Strong customer-service skills 
5.Highly motivated team-player 
6.Prior project or technical leadership experience 
7.Demonstrated ability to train/mentor peers 
8.Ability to drive improvements in efficiency
About Us

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 anEqual 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).
Primary Country

United States
Primary State/Province

Illinois