Sr. Customer Support Engineer
Location:
Austin , Texas
Posted:
November 22, 2017
Reference:
3018176
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.

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 & networking technical support for customer, escalations and provide remote solutions to customers experiencing technical difficulties. Will support the following products CPACS, PACS IW, EA, ZFP, Universal Viewer using the technology used in GEHC Software Products for example Windows Server, PowerShell, SQL Server, Linux, Sybase, Replication, Networking, IIS, SSL and Tomcat. Requires the ability to communicate effectively with customers and follow procedures..

Essential Responsibilities:

+ Uses advanced troubleshooting techniques networking andprogramming skills to make needed modifications to customer database to ensureinformation integrity for the customer.

+ Uses advanced troubleshooting techniques and programmingskills to analyze and resolve customer issues as assigned in compliance withthe standard turn-around time or project milestones.

+ Uses standard utilities and programming skills, deliversoftware to customer sites from GEHC standard version libraries. Updates GEHCsystem with resolution status. Supports product or application with little orno assistance, while maintaining a high level of quality following all GEHCdepartment standards

+ Is responsible for quality solutions to be implemented atclient sites.

+ Understands and follows corporate, divisional anddepartmental standards.

+ Adheres to and advances the use of GEHC coding conventions,debugging techniques, tools, and documentation & amp; nbsp.

+ Expert in the use of a wide range of debugging techniques.

+ Has in-depth knowledge of at least 1 major product.

+ Analyzes and resolves complex software issues with minimumassistance.

+ Assists in conducting business evaluations and documentfindings in the agreed upon turn-around times.

+ Serve as an escalation point within the team to increaseknowledge 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 andbuild the skills of fellow engineers.

+ Contributes quality articles to the knowledge base, alsoresponsible for technical reviews of other team members articles.

+ Specifies, sets up, codes, and processes complex conversionand interfaces for assigned clients as applicable - meeting all project plan datesset.

+ Displays in-depth knowledge to support multiple products or suiteswith little or no assistance, while maintaining a high level of quality andfollowing all GEHC department standards.

+ Has a concentration in/familiarity with other applicationsto develop integration expertise.

+ May write or contribute user/technical documentation andcase notes.

+ Meets with customers as necessary, analyzes their needs, andprovides 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 concernsimmediately to the Quality Organization.

+ Ensure timely dispatch closure.

+ Ensure completion of all field modifications instructions(FMI's) within prescribed timeframe & nbsp.

+ Participate in continuous improvement activities by identifyingand appropriately escalating process and product quality gaps, providingsolutions when possible. Flexibility toprovide onsite support, as needed.

+ Provides advanced customer support in 24x7 environment.

Qualifications/Requirements:

Basic Qualifications:

+ Bachelor's Degree with minimum of 3 years technical working experienceor Associates Degree and 5 years of technical customer support experience or High School Diploma/GED and High School and 7years of customer support experience.

Eligibility Requirements:

+ Legal authorization to work in the U.S. is required. We willnot sponsor individuals for employment visas, now or in the future, for this jobopening.

Desired Characteristics:

+ Computer skills to include knowledge of software programing anddatabase applications.

+ Ability to work independently with minimum direction.

+ Effective communication skills.

+ Demonstrated ability to effectively interface withcross-functional teams.

+ Network Systems experience, CPACS experience.

+ Bachelor's Degree in Computer Science, IT or relatedfield.

+ 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 peoplethrough solving problems.

+ Ability to drive improvements in efficiency.

+ Knowledge of GE Healthcare products preferred.

+ Proficient in Microsoft Office Suite, Excellent computer skills,Networking ability.

\#DTR

Locations: United States; Alabama, Alaska, 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, Wyoming; Open remote for internal GE only.

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.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.

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion​ of a background investigation and drug screen.

A little about us:
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