Key Responsibilities
Advanced Technical Support & Incident Management
- Provide remote advanced technical support for GEHC Software and customer hardware, including coaching customers and field teams on contributing factors (e.g., AV, network, Citrix, Microsoft).
- Lead customer escalation meetings; define logical engagement plans and drive timely resolution using appropriate escalation processes.
- Apply expert diagnostic methods and remote tools to reduce case resolution cycle time and improve remote TTR (time to repair).
Escalations, Quality & Productivity
- Serve as the senior technical resource for service-related escalations; coordinate corrective action plans with customer and team leadership.
- Champion productivity programs and act as a change agent in product serviceability, reliability, quality trend analysis, and new product introduction support.
- Identify, lead, and implement process and troubleshooting improvements; manage/support business process enhancements that increase competitiveness and growth.
Knowledge Management & Tools
- Develop, approve, and publish Knowledge Base (KM) content to expand the technical solutions available to Field Engineers and TSEs.
- Contribute ideas and participate in workouts and small projects to improve productivity tools and service readiness.
- Maintain up-to-date knowledge of GEHC Software products, service expertise, and diagnostic tools to sustain “expert” advisory status.
Cross-Functional Collaboration & New Product Support
- Partner with Modality/Service Engineering, Product Engineering, and onsite engineers to drive product quality, serviceability, and formal escalation resolution.
- Provide valuable input to new product development and service readiness, including service diagnostic tools, feature enhancements, and product quality.
Training & Mentorship
- Coach and train TSE I’s, onsite engineers, and peers to ensure technical and customer skills meet business needs; frequently serve as SME for GEHC Software training.
- Lead or co-lead project teams in serviceability/reliability improvements, quality trend analysis, productivity program execution, and new product introduction support.
Documentation & Workflow
- Provide timely, complete documentation that meets all process and quality requirements (e.g., CRM case notes, troubleshooting records).
- Maintain case workflow and manage backlogs to provide customer-centric support and expedited resolution times.
Customer-Centric Support
- Provide 24x7x365 support in a fast-paced environment to ensure customer satisfaction and timely resolution of issues.
- Willingness to:
- Submit to a background investigation, including verification of past employment, criminal history, and educational background.
- Take a drug test.
- Be legally authorized to work in the United States without restriction.
- Work overtime, on-call, weekends, and holidays as required.
- Complete vendor credentialing as required.
Qualifications
- Minimum: 5 year as TSE I or
- TSE I requires a minimum of 5 years engineering experience as FE II and/or FE III, or equivalent external experience.
- Proven expertise in repair and maintenance of GEHC Software and customer hardware.
- Demonstrated capability in incident management, customer escalation leadership, and logical engagement planning.
Technical Skills
- Advanced proficiency with remote diagnostic and troubleshooting tools (e.g., Common Service Desktop, CRM, and other remote support platforms).
- Strong working knowledge of:
- Networking concepts and protocols
- AWS
- Citrix, Microsoft ecosystems
- Linux/OS, VM/virtualization, Kubernetes, Cloud, Alerting/Monitoring
- HL7 and legacy product integrations (as applicable)
Core Competencies
- Expert troubleshooting and analytical skills; able to resolve complex, ambiguous technical issues.
- Strong, friendly, and competent communication and facilitation skills with customers and cross-functional teams.
- Leadership in change management, quality improvement, and productivity initiatives.
- Customer-obsessed mindset with a track record of reducing cycle times and improving TTR.
- Strong ability to manage both scheduled and ad-hoc competing priorities
- Strong ability to pivot and manage multiple concurrent situations
- Proven ability to self-direct and maintain high productivity while adhering to group standards
Work Conditions
- Remote support position from employee’s home office with an adequate work environment for professional customer interactions.
- Participation in on-call rotations to facilitate 24x7x365 customer support.
- Fast paced professional environment as part of customer focused critical care support center.
Optional
- Education: Bachelor’s degree in IT engineering or related field preferred.
- Certifications: Networking, cloud, or vendor-specific certifications.
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We will not sponsor individuals for employment visas, now or in the future, for this job opening. Additional InformationGE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.
Relocation Assistance Provided: No
GE Healthcare Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about GE Healthcare and has not been reviewed or approved by GE Healthcare.
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Healthcare Strength — Healthcare coverage is portrayed as comprehensive, including medical, dental, and vision options with HSA-eligible choices and preventive care coverage. Mental health and well-being support programs are also emphasized as part of the overall package.
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Retirement Support — Retirement support is described as meaningful, with a 401(k) match and additional programs such as student-loan matching in some descriptions. Legacy pension and retiree medical obligations for certain closed groups also signal continued support for long-tenured populations.
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Strong & Reliable Incentives — Variable and role-linked earning opportunities appear attractive in some job families, including high on-target earnings potential in certain sales roles. Additional role-based perks like company cars and travel-related reimbursements further increase the perceived value of total rewards in those positions.
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What We Do
Every day millions of people feel the impact of our intelligent devices, advanced analytics and artificial intelligence. As a leading global medical technology and digital solutions innovator, GE Healthcare enables clinicians to make faster, more informed decisions through intelligent devices, data analytics, applications and services, supported by its Edison intelligence platform. With over 100 years of healthcare industry experience and around 50,000 employees globally, the company operates at the center of an ecosystem working toward precision health, digitizing healthcare, helping drive productivity and improve outcomes for patients, providers, health systems and researchers around the world. We embrace a culture of respect, transparency, integrity and diversity.
