Introduction to GE Healthcare and Our Mission
At GE Healthcare, we are driven by a profound purpose: to create a world where healthcare has no limits. As a leading global medical technology and digital solutions innovator, we strive to unlock the full potential of healthcare, making it more accessible, efficient, and effective for all. Our organization is built on a foundation of innovation, collaboration, and a relentless pursuit of excellence. We believe that every voice matters, and every difference contributes to building a healthier world. If you are passionate about making a meaningful impact in the lives of others and are looking for a challenging and rewarding career, we invite you to join our team as a Technical Support Engineer I, specializing in Patient Monitoring Systems.
Job Overview
This role is designed for a highly skilled and experienced technical support professional who will drive customer satisfaction through service excellence. The successful candidate will provide remote and onsite technical support and counsel to Field Engineers, Client Service Technicians, and customers experiencing system performance issues with our Patient Care Solutions (PCS) products. These products are crucial for Anesthesia, Respiratory, and Mother Infant Care modalities, requiring a deep understanding of their technical aspects and operational nuances.
Key Responsibilities
- Provide comprehensive technical support, both remotely and onsite, for Patient Care Solutions products, ensuring timely resolution of customer issues and enhancing overall customer satisfaction.
- Utilize successful field experience and knowledge to support Field Engineers, Client Service Technicians, and customers, addressing both routine and complex technical queries and issues.
- Employ the GEHC escalation process as needed, collaborating closely with local customers and national support teams to define and implement corrective action plans that resolve customer issues efficiently.
- Leverage the "Gameplan" tool to drive service effectiveness, contributing to the continuous improvement of productivity tools through idea generation, workout attendance, and participation in small projects as required.
- Act as a change agent and field advisor in areas such as product serviceability, reliability, quality trend analysis, productivity program development, national modality program execution, and new product introduction support, driving innovation and excellence in service delivery.
- Collaborate with Modality/Service Engineering, Product Engineering, and field support specialists to enhance product quality, serviceability, and resolve formal customer escalations, ensuring that customer needs are met with timely and effective solutions.
- Coach and train Field Engineers to ensure their technical and customer skills are up-to-date and aligned with business needs, occasionally serving as a subject matter expert for modality training through the Service Quality Standard (SQS) training curriculum.
- Engage in preventive maintenance work, manage PM cycle time, and conduct remote TTR work, providing field-based technical training to support the use of remote diagnostic troubleshooting tools and processes.
- Travel to customer sites for installations, FMIs, and customer escalations (CSOs), ensuring that all interactions reflect the highest standards of service excellence and customer satisfaction.
- Maintain and enhance modality knowledge, including but not limited to networking, Dicom, Insite, PACS, OS field service experience, and knowledge of legacy PCS products, staying abreast of technological advancements and industry trends.
Essential Qualifications
To be considered for this role, candidates must possess:
- A High School Diploma/GED and at least 8 years of experience servicing mechanical and/or electrical equipment.
- Alternatively, an Associate's or Bachelor's degree in Electrical, Mechanical, or Biomedical Engineering, or a related field, combined with at least 5 years of experience servicing mechanical and/or electrical equipment.
- Equivalent military education to Associate's or Bachelor's degrees, coupled with at least 5 years of experience in servicing mechanical and/or electrical equipment.
- A minimum of 5 years of engineering experience as an FE II and/or FE III, or equivalent external experience, with a demonstrated ability to handle and resolve difficult technical issues related to anesthesia machines, ventilators, mother/infant care systems, and other relevant medical equipment.
- Legal authorization to work in the U.S. is mandatory, as we will not sponsor individuals for employment visas for this position.
Desired Qualifications
While not required, the following qualifications are highly desirable:
- Networking knowledge, which would be a significant asset in supporting our Patient Care Solutions products.
- Demonstrated ability to handle and resolve complex technical issues with advanced knowledge in applicable systems, showcasing problem-solving skills and technical expertise.
- Experience using Common Service Desktop, troubleshooting tools, CRM, and other remote tools, which would facilitate seamless integration into our technical support operations.
- Ability to remain calm and composed in various customer support situations, providing professional and empathetic service under pressure.
Skills and Competencies
To excel in this role, the ideal candidate will possess a unique blend of technical, interpersonal, and organizational skills, including but not limited to:
- Advanced technical knowledge of medical equipment, particularly in the areas of anesthesia, respiratory, and mother/infant care.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, field engineers, and other stakeholders.
- Strong problem-solving and analytical skills, with a methodical approach to troubleshooting and resolving complex technical issues.
- Ability to work independently and as part of a team, with a flexible approach to adapting to changing priorities and deadlines.
- Proficiency in using various software tools and technologies, including but not limited to Common Service Desktop, CRM, and remote diagnostic troubleshooting tools.
Career Growth Opportunities and Learning Benefits
At GE Healthcare, we are committed to the growth and development of our employees. As a Technical Support Engineer I, you will have access to a wide range of training programs, workshops, and educational resources designed to enhance your technical skills, knowledge, and career prospects. Our organization encourages continuous learning, innovation, and professional development, providing a supportive environment where you can achieve your full potential and advance in your career.
Work Environment and Company Culture
GE Healthcare offers a dynamic and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on a foundation of humility, transparency, focus, and ownership, with a strong emphasis on teamwork, collaboration, and mutual respect. We believe in fostering a culture of care, where every employee feels valued, supported, and empowered to make a difference. As a remote worker, you will be an integral part of our team, connected through virtual platforms and tools that facilitate communication, collaboration, and community building.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a salary range of $89,760.00-$134,640.00 per annum, depending on experience and qualifications. Additionally, you will be eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI). Our benefits package is comprehensive, covering medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement. We are committed to recognizing and rewarding your contributions, providing a fair and equitable total rewards package that reflects your value to our organization.
Conclusion
If you are a motivated and experienced technical support professional looking for a new challenge, we encourage you to apply for the Technical Support Engineer I position. This role offers a unique opportunity to work with cutting-edge medical technology, collaborate with a talented team of professionals, and make a meaningful difference in the lives of patients and healthcare providers. At GE Healthcare, we are passionate about creating a world where healthcare has no limits, and we invite you to join us on this exciting journey. Apply now and take the first step towards a rewarding and challenging career that can change lives.
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