DOW Skillbridge Cohort; Technical Support Engineer

Job Description

Summary:

The Technical Support Engineer drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Engineers (FEs), Client Service Technicians (CSTs), and Customers experiencing system performance issues. This position is the technical resource for service-related escalations regarding the product family. This is a remote role where you will work out of your home office in the 48 contiguous United States with a dedicated office space, free from distraction with a high‑speed internet connection.

• Provide remote and on‑site technical support for XR/RF Modality.
• Utilize field experience to support Field Engineers, Client Service Technicians, and customers.
• Maintain up‑to‑date knowledge of modality products, service expertise, and tools to remain a “field advisor.”
• Use the GEHC escalation process as needed, collaborating with local and national support to define and implement corrective action plans.
• Utilize the “Gameplan” tool to drive Service effectiveness and contribute knowledge to iResolve.
• Improve productivity tools through idea generation, workshop attendance, and small projects.
• Support Material and Purchased Service cost improvement initiatives for the modality.
• Act as a change agent in areas such as product serviceability, reliability, quality trend analysis, productivity programs, national modality program execution, and new product introduction support.
• Manage and support process improvements that maximize competitiveness and business growth.
• Collaborate with Modality/Service Engineering, Product Engineering, and field support specialists to drive product quality and resolve formal customer escalations.
• Coach and train Field Engineers to keep technical and customer skills current.
• Serve as subject‑matter expert for FE modality training through the Service Quality Standard (SQS) training curriculum.
• Engage in PM work, PM cycle time, remote TTR work, and field‑based technical training to support remote diagnostic troubleshooting tools and processes.
• Identify field quality improvements, including hazardous and non‑hazardous complaints.
• Travel to customer sites for installations, FMIs, and customer escalations (CSOs).
• Maintain and enhance modality knowledge in Networking/Dicom/Insite/PACS/OS, field service experience, legacy XR/RF products, and common service desktop, CRM, and other remote tools.

• Associate’s or Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND a minimum 5 years of experience servicing mechanical and/or electrical equipment; or equivalent military education AND minimum 5 years of experience servicing mechanical and/or electrical equipment; or High School Diploma/GED AND a minimum 8 years of experience servicing mechanical and/or electrical equipment.
• Minimum 5 years of XR/RF engineering experience as a Field Service Engineer II and/or Field Service Engineer III; or equivalent external experience with repair and maintenance of XR/RF systems.
• Demonstrated ability to handle and resolve difficult technical issues with advanced knowledge of applicable systems.
• Strong communication skills to clearly convey technical information to diverse audiences and collaborate across cross‑functional teams.
• Domestic travel up to 20%.
• Legal authorization to work in the U.S. is required; no sponsorship for employment visas.

GE Health Care 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. GE Health Care will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).