Sr. Digital Customer Support Engineer - Associate

GE HealthCare

2d • Remote

About The Position

GE HealthCare develops and sells digital solutions, broadening its portfolio with analytics and clinical offerings that help support customers on their digital journey, bringing more value to their imaging platforms. GE HealthCare is seeking a Senior Associate, Digital Service Operations where you will lead the technical aspects of installation and ongoing support of all products in the Imaging Digital Solutions (IDS) portfolio. You're responsible for remotely deploying and support IDS offerings, engaging with Project Managers, onsite customers, GEHC Field support, and GEHC engineering to ensure a world class customer experience wing-to-wing. This is a remote role. 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.

Requirements

• Bachelors degree in Electronics, Computer Science, Information Technology, Biomedical, or Associates degree in similar fields with 5 years of work and/or field experience or high school diploma with 7 years equivalent experience.
• 5 years experience in performing installation and upgrade of software solutions in the Medical IT space (preferably GEHC solutions)
• Strong IT and troubleshooting skills.
• Cloud ops knowledge, and experience installing/configuring BI apps.
• Expert or Advanced Certification for VM-Ware VSphere Environments.
• Demonstrate knowledge of Windows Server OS and basic server management skills.
• Demonstrate knowledge of Linux, Windows Server, Database Management, Sybase Database, HTML5, and Networking.
• Demonstrate knowledge of networking basics, FTP, SQL Server, MySQL v5.x, SQL database design.
• Proficient with building and running SQL queries.
• Medical IT experience with HL7, DICOM, Electronic Medical Records, XDS.
• Ability to connect with customer servers using Remote Desktop Protocols (RDP) or other remote access method.

Nice To Haves

• MBA, MS or PhD in Engineering, computer science, or related field
• 5 years experience in Siebel Americas CRM.
• 5 years experience in GEHC Global or Regional Service Processes.
• Prior experience in providing remote technical support to external and internal customers.
• Experience with hospital information systems, such as PACS and RIS.
• Prior experience with diagnostic imaging modalities and workflows.

Responsibilities

• Lead execution of remote installation processes of the IDS solutions across the US and Canada.
• Communicate complex technical issues in a customer-friendly manner.
• Initiate and support remote connections to customer sites and installation of the different components of IDS.
• Work with Project Managers and on-site Field Engineers on site-specific planning unique to each customer’s infrastructure availability and project status.
• Ensure close collaboration and communication with the Project Management teams, customers, on-site GEHC field support and GEHC engineering on the status and plans for assigned installations.
• Support and execute major / minor upgrades of new releases.
• Drive timely resolution of all assigned technical issues within the installed base.
• Provide feedback to product and engineering teams to improve the installation process and efficiency on existing product and new product introductions.
• Lead and contribute to the problem resolution process (best-available-troubleshooting procedure development and improvement, investigation & resolution/workaround implementation)
• Provide feedback on Technical Documentation, including Installation and Service Manuals.

Benefits

• GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees