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Software Technical Support, Sr.

  • GE Healthcare
  • Experienced
  • Posted 12/27/2016 3:55:33 PM
  • 2807910
  • Job Function: Services
  • Business Segment: Healthcare Digital
Location(s): United States ; New York; New York City


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:
Responsible for providing expert software technical support & maintenace 8am to 5pm at Columbia New York Presbyterian to support the customer’s GE PACS Hardware and Software while driving customer satisfaction through Service Excellence. Ability to travel to and from NYP on a daily basis as well as work standby and off hours as needed. Displaying in-depth technical knowledge of the Software Products. Working knowledge of operating system.

Essential Responsibilities:

  • Uses advanced troubleshooting techniques and programming skills to make needed modifications to customer database to ensure information integrity for the customer
  • Uses advanced troubleshooting techniques and programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
  • Uses standard utilities and programming skills, deliver software to customer sites from GEHC standard version libraries
  • Updates GEHC system with resolution status
  • Supports product or application with little or no assistance, while maintaining a high level of quality following all GEHC department standards
  • Is responsible for quality solutions to be implemented at client sites
  • Understands and follows corporate, divisional and departmental standards
  • Adheres to and advances the use of GEHC coding conventions, debugging techniques, tools, and documentation. Expert in the use of a wide range of debugging techniques
  • Analyzes and resolves complex software issues with minimum assistance
  • Assists in conducting business evaluations and document findings in the agreed upon turn-around times
  • Serve as an escalation point within the team to increase knowledge and decrease escalations
  • Acts as a resource, coach, and mentor as applicable, 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
  • Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients as applicable - meeting all project plan dates set
  • Displays in-depth knowledge to support multiple products or suites with little or no assistance, while maintaining a high level of quality and 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
  • Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
  • Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
  • Flexibility to provide onsite support, as needed
  • Provides advanced customer support in 24x7 environment

    Qualifications/Requirements:

    Basic Qualifications:

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

    Eligibility Requirements:

  • Computer skills to include knowledge of software programing and database applications
  • Ability to travel to site and interface with healthcare professionals, 3-5 days/week
  • Ability to work in a remote environment when not at a customer site
  • Ability to work independently with minimum direction
  • Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams

    Desired Characteristics:

  • Bachelor’s Degree in Computer Science, IT or related field
  • 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
  • knowledge of GE Healthcare products preferred
  • Proficient in Microsoft Office Suite, Excellent computer skills, Networking ability

    #DTR

    Locations: United States ; New York; New York City

    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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