GE HealthCare

Field Engineer – Healthcare IT

GE HealthCare

full-time

Posted on:

Location Type: Remote

Location: Germany

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About the role

  • Attend on-site visits regularly to fulfill contractual service support obligations (e.g., patch days, service reviews, etc.)
  • Evaluate incidents in a fast-paced environment to determine priority and urgency, and resolve technical incidents using workflow and product knowledge
  • Own customer communication and increase customer satisfaction by ensuring issues are handled according to SLAs
  • Manage a diverse range of customer incidents, liaising with local and central teams to maintain SLAs and ensure customer satisfaction
  • Collaboratively use escalation paths to ensure timely incident resolution
  • Define and communicate root cause analysis both internally and externally
  • Identify recurring incidents and translate these into problem records
  • Develop product expertise to become a regional Subject Matter Expert (SME)
  • Contribute to knowledge‑sharing initiatives
  • Mentor and assist less experienced colleagues to provide efficient service
  • Lead preventative maintenance activities and ensure service records are updated accordingly
  • Ensure administrative tasks such as project documentation and debriefs are completed to the appropriate level of detail
  • Provide technical expertise and maintain close working relationships with Service Desk (Level 1 & Level 2), Remote Operations Centers (Level 3) and Engineering Level 4 support; ensure appropriate prioritization of issues escalated to these levels
  • Work to ensure incident volumes are continually reduced by identifying problems in line with ITIL best practices
  • Take ownership for resolution within SLA of customer issues, enquiries and service requests escalated to you, and ensure the right proactive monitoring tools are in place for each customer
  • Continually measure, monitor and drive down incident levels by identifying issues before they occur and resolving them as planned work
  • Ensure the Service Desk actively participates in improving the usability and reliability of GE products
  • Provide incident analysis information and work in partnership with the Regional Service Manager.

Requirements

  • Willingness to travel: approximately 50% of the role will be spent on-site with assigned customers
  • Degree in an IT-related field or equivalent experience
  • Very strong German and English language skills, both written and verbal
  • Technical experience with networking, operating systems, databases, and end‑user support
  • Strong influencing and relationship‑management skills
  • Results‑oriented individual who thrives in a fast-paced environment
  • Excellent analytical and communication skills, including the ability to provide clear and concise status updates to senior management
  • Ability to inspire confidence and communicate professionally with customers at all levels
  • Self-motivated and able to work autonomously
  • Ability to work effectively under pressure and to tight deadlines
  • Aptitude for defining action plans to execute issue resolution
  • Valid Class B driving license
Benefits
  • Relocation assistance: No
Applicant Tracking System Keywords

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

Hard Skills & Tools
networkingoperating systemsdatabasesend-user supportincident resolutionroot cause analysisITIL best practicesproactive monitoring toolstechnical expertiseproject documentation
Soft Skills
customer communicationcustomer satisfactionmentoringrelationship managementanalytical skillscommunication skillsself-motivatedability to work under pressureinfluencing skillsresults-oriented
Certifications
valid Class B driving license