Technical Support Engineer

Job Description Summary

Job Description

Key Responsibilities

Advanced Technical Support & Incident Management

• Provide remote advanced technical support for GEHC Software and customer hardware, including coaching customers and field teams on contributing factors (e.g., AV, network, Citrix, Microsoft).
• Lead customer escalation meetings; define logical engagement plans and drive timely resolution using appropriate escalation processes.
• Apply expert diagnostic methods and remote tools to reduce case resolution cycle time and improve remote TTR (time to repair).

Escalations, Quality & Productivity

• Serve as the senior technical resource for service-related escalations; coordinate corrective action plans with customer and team leadership.
• Champion productivity programs and act as a change agent in product serviceability, reliability, quality trend analysis, and new product introduction support.
• Identify, lead, and implement process and troubleshooting improvements; manage/support business process enhancements that increase competitiveness and growth.

Knowledge Management & Tools

• Develop, approve, and publish Knowledge Base (KM) content to expand the technical solutions available to Field Engineers and TSEs.
• Contribute ideas and participate in workouts and small projects to improve productivity tools and service readiness.
• Maintain up-to-date knowledge of GEHC Software products, service expertise, and diagnostic tools to sustain “expert” advisory status.

Cross-Functional Collaboration & New Product Support

• Partner with Modality/Service Engineering, Product Engineering, and onsite engineers to drive product quality, serviceability, and formal escalation resolution.
• Provide valuable input to new product development and service readiness, including service diagnostic tools, feature enhancements, and product quality.

Training & Mentorship

• Coach and train TSE I’s, onsite engineers, and peers to ensure technical and customer skills meet business needs; frequently serve as SME for GEHC Software training.
• Lead or co-lead project teams in serviceability/reliability improvements, quality trend analysis, productivity program execution, and new product introduction support.

Documentation & Workflow

• Provide timely, complete documentation that meets all process and quality requirements (e.g., CRM case notes, troubleshooting records).
• Maintain case workflow and manage backlogs to provide customer-centric support and expedited resolution times.

Customer-Centric Support

• Provide 24x7x365 support in a fast-paced environment to ensure customer satisfaction and timely resolution of issues.
• Willingness to:
  • Submit to a background investigation, including verification of past employment, criminal history, and educational background.
  • Take a drug test.
  • Be legally authorized to work in the United States without restriction.
  • Work overtime, on-call, weekends, and holidays as required.
  • Complete vendor credentialing as required.

Qualifications

• Minimum: 5 year as TSE I or
  • TSE I requires a minimum of 5 years engineering experience as FE II and/or FE III, or equivalent external experience.
• Proven expertise in repair and maintenance of GEHC Software and customer hardware.
• Demonstrated capability in incident management, customer escalation leadership, and logical engagement planning.

Technical Skills

• Advanced proficiency with remote diagnostic and troubleshooting tools (e.g., Common Service Desktop, CRM, and other remote support platforms).
• Strong working knowledge of:
  • Networking concepts and protocols
  • AWS
  • Citrix, Microsoft ecosystems
  • Linux/OS, VM/virtualization, Kubernetes, Cloud, Alerting/Monitoring
  • HL7 and legacy product integrations (as applicable)

Core Competencies

• Expert troubleshooting and analytical skills; able to resolve complex, ambiguous technical issues.
• Strong, friendly, and competent communication and facilitation skills with customers and cross-functional teams.
• Leadership in change management, quality improvement, and productivity initiatives.
• Customer-obsessed mindset with a track record of reducing cycle times and improving TTR.
• Strong ability to manage both scheduled and ad-hoc competing priorities
• Strong ability to pivot and manage multiple concurrent situations
• Proven ability to self-direct and maintain high productivity while adhering to group standards

Work Conditions

• Remote support position from employee’s home office with an adequate work environment for professional customer interactions.
• Participation in on-call rotations to facilitate 24x7x365 customer support.
• Fast paced professional environment as part of customer focused critical care support center.

Optional

• Education: Bachelor’s degree in IT engineering or related field preferred.
• Certifications: Networking, cloud, or vendor-specific certifications.

Additional Information

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.