Job Description

Job Description Summary

GE Healthcare is a leading global medical technology and digital solutions innovator. Our Digital organization is structured around three major areas: Products & Platform, Go to Market and Centers of Excellence.

Job Description
Responsible for providing expert software support services for GE Healthcare customers.

Provide support to customers experiencing technical or application workflow issues displaying an in-depth client workflow or technical difficulties displaying in-depth technical knowledge of the technology in the Software Products.

Working knowledge of operating system (for example file transfer, etc.).

Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues.

Follows procedures for reporting application bugs and updating.

Essential Responsibilities:

Uses advanced troubleshooting techniques, clinical knowledge and/or programming skills to make needed modifications to customer database to ensure information integrity for the customer and to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones.

Supports product or application with little or no assistance, while maintaining a high level of quality following all GEHC department standards.

Is responsible for quality solutions to be implemented at client sites as well as working with other analysts/engineers in addressing application/product integration issues.

Understands and follows corporate, divisional and departmental standards, Adheres to and advances the use of GEHC coding conventions, debugging techniques, tools, and documentation.

Expert in the use of a wide range of debugging techniques, Analyzes and resolves complex application/software issues with minimum assistance.

Assists in conducting business evaluations and document findings in the agreed upon turn-around times.

Serve as an escalation point within the team to increase knowledge and decrease escalations.

Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients.

Displays in-depth knowledge to support multiple products or suites with little or no assistance, while maintaining a high level of quality and following all GEHC department standards.

Has a concentration in/familiarity with other applications to develop integration expertise.

May write or contribute user/technical documentation and case notes. Meets with customers as necessary, analyzes their needs, and provides 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 concerns immediately to the Quality Organization

Ensure timely dispatch closure. Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe.

Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

Flexibility to provide onsite support, as needed.

Provides advanced customer support in 24x7 environment

Work with the team to monitor goals in support of departmental and corporate strategies, services requests queue management, reporting analysis (service response rate, team/individual stats, NPS/Medallia, staffing, overall performance)

Day-to-day service performance monitoring and reviews. Training (assessments, training plan development, coordination, follow-up. Calls upon others to help solve some organizational roadblocks, as appropriate.