Sr Associate - Digital Customer Support Engineer (Central, Eastern or Mountain Time Zone)

GE HealthCare•Helena, MT

8d•$108,000 - $162,000•Remote

About The Position

Perinatal Technical Support Engineer with Clinical Support and Customer Success responsibilities. GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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. Job Description Job Responsibilities Provide remote support to customers experiencing technical or application workflow issues, displaying in-depth technical knowledge of the technology in the Software Products. Meet with customers as necessary, analyze their needs, and provide insights into products and their functionality. Differentiate with exceptional customer service and actively integrate user experience and outcomes. Provide ongoing post-installation consultation and support for clinical configuration. Support existing customers with scheduled customer success meetings to share clinical applications knowledge through coaching and customer relationship building. Offer advanced customer support in a 24x7 environment. Write or contribute to user/technical documentation and case notes. Act as a resource, coach, and mentor, 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. Serve as an escalation point within the team to increase knowledge and reduce escalations. Monitor team goals in support of departmental and corporate strategies, manage service requests queue, and analyze reporting (service response rate, team/individual stats, NPS, staffing, overall performance). Maintain customer relationships and communicate relevant product and/or customer concerns or opportunities to team leadership. Conduct business evaluations and document findings within agreed turn-around times. Correlate theoretical knowledge with clinical and product information to provide clinicians with the skills to obtain optimal performance from GE Healthcare equipment. Analyze and resolve complex application/software issues with minimal assistance, using a wide range of debugging techniques. Follow GEHC standards and advance the use of GEHC coding conventions, debugging techniques, tools, and documentation. Required Qualifications Licensed Registered Nurse. Associate degree from an accredited Nursing or health-related program. 5+ years of clinical experience in a maternal/infant care environment. Strong and effective configuration, teaching, and presentation skills. Willingness to work overtime, on-call, weekends, and holidays as required. Vendor credentialing as required. Legal authorization to work in the U.S. is required. Sponsorship for employment visas, now or in the future, for this job opening is not available.

Requirements

Licensed Registered Nurse.
Associate degree from an accredited Nursing or health-related program.
5+ years of clinical experience in a maternal/infant care environment.
Strong and effective configuration, teaching, and presentation skills.
Willingness to work overtime, on-call, weekends, and holidays as required.
Vendor credentialing as required.
Legal authorization to work in the U.S. is required.
Sponsorship for employment visas, now or in the future, for this job opening is not available.

Nice To Haves

Working knowledge of operating systems (e.g., Windows, Linux).
Proficient use of software applications, such as Windows Outlook, Word, PowerPoint, and Excel, and navigating other computer and web-based tools (intranet/internet/apps).
Ability to learn specialized industry-specific software and provide digital education and training solutions.
Preferred experience with GE Centricity Perinatal specific products.

Responsibilities

Provide remote support to customers experiencing technical or application workflow issues, displaying in-depth technical knowledge of the technology in the Software Products.
Meet with customers as necessary, analyze their needs, and provide insights into products and their functionality.
Differentiate with exceptional customer service and actively integrate user experience and outcomes.
Provide ongoing post-installation consultation and support for clinical configuration.
Support existing customers with scheduled customer success meetings to share clinical applications knowledge through coaching and customer relationship building.
Offer advanced customer support in a 24x7 environment.
Write or contribute to user/technical documentation and case notes.
Act as a resource, coach, and mentor, 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.
Serve as an escalation point within the team to increase knowledge and reduce escalations.
Monitor team goals in support of departmental and corporate strategies, manage service requests queue, and analyze reporting (service response rate, team/individual stats, NPS, staffing, overall performance).
Maintain customer relationships and communicate relevant product and/or customer concerns or opportunities to team leadership.
Conduct business evaluations and document findings within agreed turn-around times.
Correlate theoretical knowledge with clinical and product information to provide clinicians with the skills to obtain optimal performance from GE Healthcare equipment.
Analyze and resolve complex application/software issues with minimal assistance, using a wide range of debugging techniques.
Follow GEHC standards and advance the use of GEHC coding conventions, debugging techniques, tools, and documentation.