Technical Support Engineer I

GE HealthCare

22h • Remote

About The Position

The Technical Support Engineer I provides remote technical support to customers and GE Healthcare Field Engineers (including Client Service and Modality Service Engineers). Provide first response and remote solutions where possible to internal/external customers. 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

• Minimum 5 years of engineering experience with the repair and maintenance of GEHC Ultrasound systems.
• Must be able to meet the physical demands of the job as it pertains to onsite repair, installations, and escalations (approximately 15% of a RTE’s responsibility).
• Deep technical acumen in one or more healthcare modalities.
• Demonstrated ability to handle/resolve complex technical issues and apply expert-level knowledge to applicable systems.
• Excellent multi-tasking skills to manage complex remote trouble shooting process.
• Exceptional verbal and written communication skills.
• Ability to stay calm under pressure.
• Ability to travel (up to 35%) as required to customer sites and training sessions.
• Flexible to work other shifts to coverage vacations, holidays, and emergency situations.
• Ability to work 8-5 Central Standard Time.
• 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.

Nice To Haves

• 2- or 4-year degree in an engineering discipline.
• Knowledge/experience with Logiq, Voluson, Vivid, Venue, Versana and ABUS products.
• Strong customer-centric mindset.
• Early adopter of computer-based technology.
• Highly motivated, team collaborator.
• Ability to adapt well to change and be a positive influence on others.
• Capability to identify and drive improvements in efficiency.
• Capacity to manage multiple conflicting priorities.
• Skill to anticipate potential problems and proactively implement solutions.

Responsibilities

• Provide remote technical support to customers according to contractual response times.
• Utilize remote tools such as RSvP, SynerGE, “Gameplan”, CRU process to drive service effectiveness.
• Support Field Engineers utilizing innovative technology solutions to drive productivity and quality.
• Be part of an integrated “One Service” response team within the field to include regular on-site, face-to face engagement with team to support installations and customer escalations (CSOs) as appropriate.
• Contribute knowledge and maintain the current KMS (Knowledge Management System).
• Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required.
• Act as change agent/field "expert" for these programs and monitor NPI product performance.
• Gather data and share information with Modality Engineering groups to drive product quality and serviceability.
• Identify field process improvements that drive first call resolution excellence.
• Support field-based technical training and instructor lead training at HCI as needed and drive use of remote diagnostic troubleshooting tools to qualified field personnel.

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: Entry Level
• Education Level: Associate degree