Senior Customer Support Engineer

Senior Customer Support Engineer

Ge Digital





Senior Customer Support Engineer

Detalles de la oferta

Role Summary:
Provide expert software technical support services a GE Healthcare customer facilities. Provide first response and remote solutions to customers experiencing technical difficulties. Have working knowledge of the technology used in Software. Performs maintenance and support of the applications. Communicate effectively with customers and coworkers. Follows proper procedures for reporting standard application bugs and updating library if appropriate.
Essential Responsibilities:
Uses advanced troubleshooting techniques and programming skills to make needed modifications to customer database to ensure information integrity for the customer
Uses advanced 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
Updates GEHC system with resolution status
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
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 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.
Basic Qualifications:
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
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.
Must be located in Jackson TN area
Must work daily at designated customer facilities (Jackson Madison)
Desired Characteristics:
Bachelor’s Degree in Computer Science, IT or related field
Knowledge/experience with the healthcare industry
Familiarity with GEHC Centricity PACS systems, including Universal Viewer and Zero Footprint.
Experience with DICOM, SQL, VMWare, SAN/NAS, Linux Red Hat and Microsoft Windows Server., Linux Red Hat and Microsoft Windows Server
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
Computer skills to include knowledge of software programing and database applications.
Ability to work independently with minimum direction.
Effective communication skills.
Demonstrated ability to effectively interface with cross-functional teams.
About Us:

Fuente: Jobs_Gecareers


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