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Software Technical Support

  • GE Healthcare
  • Experienced
  • Posted 1/17/2017 12:55:25 PM
  • 2822069
  • Job Function: Services
  • Business Segment: Healthcare Digital
Location(s): United States ; Alabama, 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, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia


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 software technical support and maintenance for GEHC customers. Provide support to customers experiencing technical difficulties displaying technical knowledge of the technology in the Software Products.

Essential Responsibilities:
• Working knowledge of operating system (for example file transfer, etc.). Work in a team, and be responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding technical issues. Follows procedures for reporting application bugs and updating.
• Uses troubleshooting techniques and programming skills to make needed modifications to customer database and ensure information integrity
• Uses 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 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
• Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients meeting all project plan dates set
• Has in-depth knowledge of 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
• 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
• Flexibility to provide onsite support, as needed
• Provides customer support in 24x7 environment

Qualifications/Requirements:
1. Bachelor’s Degree or Associates and 1 year of progressive experience within technical service role or equivalent (defined as High School Diploma/GED and 4 years progressive experience within technical service role: software, hardware, networks databases, and/or desktops.
2. Computer skills to include knowledge of software programming and database applications
3. Ability to work independently with minimum direction
4. Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams

Quality Specific Goals:
1. Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.
2. Complete all planned Quality & Compliance training within the defined deadlines.
3. Identify and report any quality or compliance concerns and take immediate corrective action as required

Desired Characteristics:
1. Bachelor’s Degree in Computer Science, IT or related field
2. Knowledge/experience with the healthcare industry, specifically using PACS
3. Strong customer-service skills
4. Highly motivated team-player
5. Prior project or technical leadership experience
6. Demonstrated ability to train/mentor peers
7. Ability to stay calm in pressurized situations and coach people through solving problems
8. Ability to drive improvements in efficiency

Locations: United States ; Alabama, 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, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia

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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