GE HealthCare

Field Engineer – Healthcare IT

GE HealthCare

full-time

Posted on:

Location Type: Hybrid

Location: Düsseldorf • Germany

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About the role

  • Attend on-site visits regularly to attend to contractual service support obligations (e.g. patch day, service reviews, etc)
  • Evaluation of incidents within a fast-moving environment to determine priority and urgency and resolution of technical incidents, employing workflow and IT product knowledge
  • Owner of customer communication and to ensure increased customer satisfaction by ensure that issues are dealt with according to SLA
  • Manage diverse range of customer incidents liaising with local and central teams to ensure customer satisfaction and maintained of SLA
  • Collaboratively utilize escalation paths to ensure timely incident resolution
  • Define and communicate root cause analysis both internally and externally
  • Determine repeated incidents and translate these into problem records
  • Develop product expertise to become regional Subject Matter Expert (SME)
  • Contribute to knowledge sharing initiatives
  • Mentor with and assist experienced resources to provide efficient service
  • Lead preventative maintenance and ensure service records are updated accordingly
  • Ensure that administrative tasks such as project documentation and debriefs are complete to the appropriate level of expertise
  • Provide technical expertise and assist with leading edge product knowledge and close working relationships with ServiceDesk (Level 1 & Level 2), Remote Operations Centres (Level 3) and Engineering level 4 support; ensuring prioritization of issues going to these escalation support levels.
  • To ensure the level of incidents are being continually driven incoming and on-going incidents and identify problem as per ITIL best practices
  • Ownership for resolution within SLA of customer issues, enquires and Service Requests escalated to you by the incident the right proactive monitoring tools are in place for each customer
  • To continually measure, monitor and work to drive down incident levels by identify issues before they occur and resolving them as planned work
  • To ensure that the service desk actively participate in improving the usability and reliability of GE products
  • Provision of incident analysis information and working in partnership with Regional Service Manager.

Requirements

  • Willingness to travel: Approximately 50% of your role will be spent on-site with assigned customers
  • Degree in an IT related field or equivalent
  • This position requires very strong German and English language skills in both written and verbal communication.
  • Technical experience with systems networking, Operating Systems, Databases, and user support
  • Strong influencing and relationship management skills
  • A results oriented individual who thrives working in a fast-paced environment
  • Excellent analytical and communication skills including ability to provide clear and concise status to senior management
  • Inspire confidence and communicate with customers from different levels in a professional manner
  • Self-motivated and able to work autonomously
  • Ability to work effectively under pressure to tight deadline
  • Aptitude to define actions plans to execute resolution
  • Valid Class B driving license
Benefits
  • Relocation Assistance Provided
Applicant Tracking System Keywords

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

Hard Skills & Tools
systems networkingoperating systemsdatabasesincident analysisroot cause analysisproblem recordsITIL best practicestechnical expertisecustomer serviceservice level agreements (SLA)
Soft Skills
strong communication skillsrelationship managementanalytical skillsinfluencing skillsself-motivatedability to work under pressureresults orientedmentoringcollaborationcustomer satisfaction
Certifications
degree in IT related fieldvalid Class B driving license