GE HealthCare

Senior Associate – Digital Customer Support Engineer

GE HealthCare

full-time

Posted on:

Location Type: Remote

Location: Maine • Montana • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $108,000 - $162,000 per year

Job Level

Senior

About the role

  • Provide remote support to customers experiencing technical or application workflow issues, displaying in-depth technical knowledge of the technology in the Software Products.
  • Meet with customers as necessary, analyze their needs, and provide insights into products and their functionality.
  • Differentiate with exceptional customer service and actively integrate user experience and outcomes.
  • Provide ongoing post-installation consultation and support for clinical configuration.
  • Support existing customers with scheduled customer success meetings to share clinical applications knowledge through coaching and customer relationship building.
  • Offer advanced customer support in a 24x7 environment.
  • Write or contribute to user/technical documentation and case notes.
  • Act as a resource, coach, and mentor, 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.
  • Serve as an escalation point within the team to increase knowledge and reduce escalations.
  • Monitor team goals in support of departmental and corporate strategies, manage service requests queue, and analyze reporting (service response rate, team/individual stats, NPS, staffing, overall performance).
  • Maintain customer relationships and communicate relevant product and/or customer concerns or opportunities to team leadership.
  • Conduct business evaluations and document findings within agreed turn-around times.
  • Correlate theoretical knowledge with clinical and product information to provide clinicians with the skills to obtain optimal performance from GE Healthcare equipment.
  • Analyze and resolve complex application/software issues with minimal assistance, using a wide range of debugging techniques.
  • Follow GEHC standards and advance the use of GEHC coding conventions, debugging techniques, tools, and documentation.

Requirements

  • Licensed Registered Nurse
  • Associate degree from an accredited Nursing or health-related program
  • 5+ years of clinical experience in a maternal/infant care environment
  • Strong and effective configuration, teaching, and presentation skills
  • Willingness to work overtime, on-call, weekends, and holidays as required
  • Vendor credentialing as required
  • Legal authorization to work in the U.S. is required
Benefits
  • medical
  • dental
  • vision
  • paid time off
  • a 401(k) plan with employee and company contribution opportunities
  • life
  • disability
  • accident insurance
  • tuition reimbursement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportapplication workflowclinical configurationdebugging techniquesuser documentationcustomer relationship managementservice request managementperformance analysisclinical applications knowledgesoftware issue resolution
Soft Skills
customer servicecoachingmentoringcommunicationanalytical skillsproblem-solvingteam collaborationpresentation skillsrelationship buildingadaptability
Certifications
Licensed Registered Nursevendor credentialing