Job Description Summary

The Technical Support Engineer I (TSE I) 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 Patient Care Solutions (PCS) products.
This is a remote role where you will work out of your home office. The successful candidate will need the ability to support customers in the Eastern Time Zone (8-5 or 9-6 Eastern time).
GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. 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.

Job Description

Roles and Responsibilities

The Technical Support Engineer I (TSE I) 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 Level 3 escalations regarding the product family.

Responsibilities:

• Provide advanced, expert level remote and on-site Technical Support for PCI.

• Use successful, effective field experience and knowledge to provide Technical Support to FE’s, CST’s, Peers, and Customers. That may include both remote and onsite support.

• Has and provides advanced expert support and training in PCI. Sought out as a technical subject matter expert for new capability development projects.

• Expert Level support of the GEHC escalation process working closely with customer and field teams to define and support implementation of corrective action plans to resolve customer issues in a timely manner.

• Evaluate others’ contributions, develop ways to improve, and personally contribute to the online knowledge archive, to increase the technical solutions available to FE’s and fellow TSE’s.

• Improve productivity tools through idea generation, workout leadership, and projects that are cross-functional, global, and impactful.

• Champion Productivity Programs and act as change agent/ field ""expert"" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support.

• Partner to direct, manage and support improvements in business processes that maximize competitiveness, enabling continued business growth. This may include leveraging service capabilities by increasing the number of customer systems connected to the internet to improve remote troubleshooting and remote fix rates, or PM cycle time reduction.)

• Sought out to provide valuable input to new product development using experience in resolving technical issues. This includes improvements in service readiness, service diagnostic tools, feature enhancements and product quality.

• Partners with and sought out by Service / Product Engineering and field support specialists to improve product quality and resolve formal customer escalations.

• Maintain, grow, and train others with regards to up-to-date knowledge of modality products, service expertise, and tools to maintain “field expert” advisory status.

• Maintain and enhance modality support knowledge, such as: Networking/VM/AV/OS, knowledge of legacy products.

• Coaching and training for FE's and CST’s to ensure that technical and customer skills are up to date and meet the needs of the business.

• Travel to, support, and advise installations, FMIs, and customer escalations (CSOs) at customer sites.

• Provide technical advisement and support for contract sales.

Required Qualifications:

• Associate's or bachelor’s degree in electrical, mechanical, biomedical engineering, or related field AND minimum 5 years of experience servicing mechanical and/or electrical equipment or; Equivalent military education to associate or bachelor’s degrees AND minimum 5 years of experience servicing mechanical and/or electrical equipment OR; High School Diploma/GED AND minimum 8 years of experience servicing mechanical and/or electrical equipment

• Minimum 5 years of engineering experience as an FE II and/or FE III, or the equivalent external to GEHC with regards to the repair and maintenance of PCI systems such as CH/FH Telemetry, Enterprise Access and the CARESCAPE Network

• Intermediate to advanced networking skills in switching, routing, and wireless technologies

• Willingness to be available ""after hours"", or work a rotating On-Call schedule, including weekends, for critical issues and coverage, as necessary.

• 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 Qualifications:

• Demonstrated ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems

• Knowledge and experience using Common Service Desktop, troubleshooting, CRM and other remote tools

• Ability to stay calm in various customer support situations

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.

#LI-CLM

#LI-Remote

For U.S. based positions only, the pay range for this position is $89,760.00-$134,640.00 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 and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

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.