Technical Support Engineer

Overview

The Technical Support Engineer I provides remote technical support to customers and GE Healthcare Field Engineers (including Client Service and Modality Service Engineers). Provide first response and remote solutions where possible to internal/external customers. GE Health Care is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

• Provide remote technical support to customers according to contractual response times.
• Utilize remote tools such as RSvP, Syner
  
  GE, “Gameplan”, CRU process to drive service effectiveness.
• Support Field Engineers utilizing innovative technology solutions to drive productivity and quality.
• Be part of an integrated “One Service” response team within the field to include regular on-site, face-to-face engagement with team to support installations and customer escalations (CSOs) as appropriate.
• Contribute knowledge and maintain the current KMS (Knowledge Management System).
• Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required.
• Act as change agent/field "expert" for these programs and monitor NPI product performance.
• Gather data and share information with Modality Engineering groups to drive product quality and serviceability.
• Identify field process improvements that drive first call resolution excellence.
• Support field-based technical training and instructor lead training at HCI as needed and drive use of remote diagnostic troubleshooting tools to qualified field personnel.

• Minimum 5 years of engineering experience with the repair and maintenance of GEHC Ultrasound systems.
• Must be able to meet the physical demands of the job as it pertains to onsite repair, installations, and escalations (approximately 15% of a RTE’s responsibility).
• Deep technical acumen in one or more healthcare modalities.
• Demonstrated ability to handle/resolve complex technical issues and apply expert-level knowledge to applicable systems.
• Excellent multi-tasking skills to manage complex remote trouble shooting process.
• Exceptional verbal and written communication skills.
• Ability to stay calm under pressure.
• Ability to travel (up to 35%) as required to customer sites and training sessions.
• Flexible to work other shifts to coverage vacations, holidays, and emergency situations.
• Ability to work 8-5 Central Standard Time.
• 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 opening.

• 2- or 4-year degree in an engineering discipline.
• Knowledge/experience with Logiq, Voluson, Vivid, Venue, Versana and ABUS products.
• Strong customer-centric mindset.
• Early adopter of computer-based technology.
• Highly motivated, team collaborator.
• Ability to adapt well to change and be a positive influence on others.
• Capability to identify and drive improvements in efficiency.
• Capacity to manage multiple conflicting priorities.
• Skill to anticipate potential problems and proactively implement solutions.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.

We will not sponsor individuals for employment visas, now or in the future, for this job opening. For U.S. based positions only, the pay range for this position is $94,400-$141,600 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts…