General Electric Senior Customer Support Engineer, GE Healthcare in Honolulu, Hawaii

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.

At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we live in. At GE, we believe it’s about the future of industry—energy, healthcare, transportation, manufacturing. It’s about making the world work better. GE is transforming itself to become the world's premier digital industrial company, executing critical outcomes for our customers. Explore how you can drive greater asset reliability, lower operating costs, reduce risk and accelerate operational performance with our Predix platform and software solutions.

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . 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:

Provide expert software support services for GE Healthcare customers in an individual contributor role. Provide support to customers experiencing technical or application workflow issues displaying an in-depth client workflow or technical difficulties displaying in-depth technical knowledge of the technology in the Software Products. Working knowledge of MS, SQL and operating system (for example file transfer, etc. .

Essential Responsibilities:

  • Uses advanced troubleshooting techniques, clinical knowledge and/or programming skills to make needed modifications to customer database to ensure information integrity for the customer

  • Uses advanced troubleshooting techniques, clinical expertise/knowledge and/or programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones

  • 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 as well as working with other analysts/engineers in addressing application/product integration issues

  • 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 application/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

  • Follows/establishes external escalation path and effectively diffuse customer conflicts and bring to resolution

  • May be required to work overtime, on-call or weekends 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.

  • Must be willing to travel minimally

  • Must be able to work overtime, on-call or weekends 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 opening. Desired Characteristics:

  • Familiarity with installation and troubleshooting of GE ZFP product

  • Bachelor’s Degree in Computer Science, IT or related field or a Clinical degree

  • 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#DTR Locations: United States; Alabama, 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, WyomingGE will only employ those who are legally authorized to work in the United States for this opening.