Customer Support Engineer Specialist

Job Description SummaryProvides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus in particular for our Medical Image Merge (MIM) solution. Impacts quality of own work and the work of others on the team. Executes standard operational/technical tasks typically subject to instructions and work routines. There is latitude to rearrange the sequence to complete task/duties based on changing work situations.

Job Description

Roles and Responsibilities

• Research and troubleshoot issues involving all aspects of the GEHC Digital solutions, including but not limited to configuration, user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.
• Broadening knowledge of own technical discipline to execute policy/strategy. May include support roles with specialized technical field of knowledge; still acquiring higher level knowledge and skills.
• Basic understanding of key business drivers; uses this understanding to accomplish own work. Good understanding of how work of own team integrates with other teams and contributes to the area.
• May have some autonomy to make decisions within a defined framework. Resolves issues in situations that require good technical knowledge and judgment within established procedures. Consults more senior team members for issues outside of defined instructions/parameters.
• A job at this level requires good interpersonal skills and may be required to lead a junior team. For customer facing roles, develops strong customer relationships and serves as the interface between customer and GEHC. Explains technical information to others.

Required Qualifications

• This role requires basic experience in the Services & Digital Customer Support Engineering. Knowledge level is comparable to a Bachelor's degree from an accredited university or college (or a high school diploma with relevant experience).
• Demonstrated customer service experience in a clinical environment.
• Ability to work with and communication effectively with diverse stakeholders.
• Working knowledge of Microsoft Windows and Microsoft Office applications, including effective use of Copilot and other AI tools.
• Fluency in English and at least one additional regional language (Turkish, or Arabic). Proficiency in more than two languages is highly valued.

Desired Characteristics

• Operating Systems: Windows Server, Linux
• Networking & Integration: DICOM, IHE, HL7, FHIR
• Strong computer skills.
• Web technologies knowledge.
• Experience in healthcare environments, particularly radiology or nuclear medicine departments.

Additional Information