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Customer Support Engineer Analyst

  • GE Healthcare
  • Experienced
  • Posted 8/5/2017 10:07:16 AM
  • 2930542
  • Job Function: Services
  • Business Segment: Healthcare Digital
Location(s): United States; Alabama, Alaska, 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; Open remote


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:

This role is responsible for providing expert radiology applications and technical support and maintenance for GEHC customers. Provide support to customers experiencing technical difficulties displaying in the GE Software Suite. knowledge of operating system (for example file transfer, etc.). Work in a team, mentor others and be responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues.

Essential Responsibilities:

  • Effectively manage a queue of multiple customer issues in a timely and efficient manner, making every customer interaction a satisfying experience
  • Uses troubleshooting techniques, radiology workflow or programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
  • Uses clinical knowledge and programming skills, deliver software to customer sites from GEHC standard version libraries as well as updates GEHC system with resolution status
  • Supports product or application with little or no assistance, maintains a high level of quality following all GEHC department standards
  • Is responsible for quality solutions to be implemented at client sites
  • Understands and follows departmental standards
  • Adheres to and advances the use of GEHC coding conventions, debugging techniques, tools, and documentation.
  • Acts as a technical resource to other members of the department and customers
  • Analyzes and resolves most software issues with minimum assistance
  • Has in-depth knowledge of radiology workflow or at least 1 major product. Supports multiple products or suites, while maintaining a high level of quality, following all GEHC department standards
  • Has a concentration in/familiarity with other applications to develop integration expertise
  • May write or contribute user/technical documentation and case notes
  • Meets with customers as necessary, analyzes their needs, and provides insight into products and their functionality
  • May be required to work overtime, on-call, weekends, and holidays
  • Identify and report any personal quality or compliance concerns immediately to the Quality Organization, ensure timely dispatch closure
  • Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps
  • Flexibility to provide onsite support, as needed
  • Provides customer support in 24x7 environment

    Qualifications/Requirements:

    Basic Qualifications


    • Bachelor’s Degree with minimum of 3 years technical or clinical working experience or Associates Degree and 5 years of technical and/or clinical customer support experience or High School Diploma/GED and High School and 7 years of customer support experience.

    Eligibility Requirements


    • 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 ( If Visa Sponsorship is No)
    • Any offer of employment is conditioned upon the successful completion of a background
      investigation and drug screen
    • Minimal travel may be required.


    Desired Characteristics:

  • Bachelor’s Degree in Radiology, Computer Science, IT or related field
  • Computer skills to include knowledge of software programming and database applications or clinical expertise
  • Ability to work independently with minimum direction
  • Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams
  • Knowledge/experience with the healthcare industry
  • Strong customer-service skills
  • Highly motivated team-player
  • Prior project or technical leadership experience
  • Demonstrated ability to train/mentor peers
  • Ability to stay calm in pressurized situations and coach people through solving problems
  • Ability to drive improvements in efficiency
  • #DTR

    Locations: United States; Alabama, Alaska, 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; Open remote

    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.
  • Apply Now    

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