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Technical Service Consultant

  • GE Healthcare
  • Experienced
  • Posted 5/17/2017 5:10:50 PM
  • 2831114
  • Job Function: Services
  • Business Segment: Healthcare Digital
Location(s): United States; Alabama, Connecticut, Delaware, District of Columbia, Florida, Georgia, Maine, Maryland, Massachusetts, Mississippi, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Pennsylvania, Rhode Island, South Carolina, South Dakota, Vermont, Virginia, West Virginia


About Us:
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Role Summary:
Provide technical expertise for customer, TSS guidance on site preparation for install/upgrade projects and pre-sales assistance. Effectively collaborate with internal cross-functional teams to ensure successful customer outcomes. Responsible for customer satisfaction, consultation with customers and performing virtual work. Provide personalized, proactive guidance, cultivating high value relationships with clients as you seek to understand their IT infrastructures, processes and business needs

Essential Responsibilities:
• Key point of escalation for TSS team when issues arise and investigation is needed. Respond to online and phone support requests from Zone team.
• Tailor support for our customers' environments, facilitate collaboration with their other vendors, and advocate on their behalf by working closely with our Engineering, Research and Development, Product Management, and Global Support teams to debug, test, and drive issue resolution.
• Drive NPI awareness and assist Installation and Upgrade Team with product upgrades.
• Participate on business Org-Readiness teams.
• Manage customer escalation cases and maintain clear and concise case documentation. Drive resolution of issues.
• Serve as the customer technical advocate within GE Healthcare IT.
• Provide remote/on-site technical guidance during installation/upgrade projects managed by the TSS.
• Responsible for site readiness during the installation/upgrade process, site preparation and customer satisfaction during the installation cycle as well as installation process improvements.
• Perform technical reviews and share knowledge to proactively identify and prevent issues.
• Provide sales team with technical expertise during pre-sales activities.
• Complete installations and upgrades as needed.

Qualifications/Requirements:
1. Bachelor’s Degree in Electrical Engineering, Electrical Engineering Technology, equivalent military education or Associate’s Degree with 2 years’ experience servicing electronic equipment or a High School Diploma/GED and 12 or more years’ experience servicing electronic equipment.
2. Strong communication skills with both internal team members and external customers as part of a solution based service process.
3. 5 years’ experience with large strategic implementations and providing customer satisfaction.
4. PACS Software experience with one or more of the following: installation, support, training or healthcare IT industry knowledge.
5. Ability to travel approximately 20%

Desired Characteristics:
1. Experience with large-scale project management where deadlines were met on or ahead of schedule; construction or installations experience preferred.
2. Experience in VM environment set-up and operating system optimization.
3. Experience in database set-up and scripting.
4. Demonstrated customer service skills.
5. High energy personality that thrives in working long hours in high-pressure circumstances.
6. Excellent time management skills.
7. Ability to multi-task and manage competing priorities.
8. Proven ability to orchestrate resources and motivate teams.
9. Strong written and verbal communications skills.
10. Ability to drive improvements in efficiency.
11. Ability to provide constructive feedback to installation team and contractors.
12. Drive process improvements.
13. Knowledge of GE Healthcare products preferred.
14. Proficient in Microsoft Office.

Locations: United States; Alabama, Connecticut, Delaware, District of Columbia, Florida, Georgia, Maine, Maryland, Massachusetts, Mississippi, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Pennsylvania, Rhode Island, South Carolina, South Dakota, Vermont, Virginia, West Virginia

GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
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