ICAR Technical Support Engineer I

Lensa; United States; Remote; USD 92,000 - 138,000; Full time

Job summary

A leading company in healthcare technology is seeking a Technical Support Engineer I to enhance customer satisfaction through excellent service. The position involves providing both remote and onsite technical assistance, requiring strong problem-solving skills and experience in engineering. This role is fully remote, but candidates must reside within the contiguous United States.

Benefits

Medical, dental, and vision insurance

Paid time off

401(k) plan with contributions

Tuition reimbursement

Qualifications

• Minimum 5 years of engineering experience as an FE II and/or FE III.
• Experience servicing mechanical and/or electrical equipment.
• Ability to work from home with a dedicated office space.

Responsibilities

• Provide remote and on-site technical support for systems.
• Utilize escalation processes to resolve customer issues.
• Coach and train Field Engineers to maintain skills.

Skills

Technical Support

Customer Service

Problem Solving

Communication

Field Experience

Education

High School Diploma or GED

Associate's or Bachelor's degree in Electrical, Mechanical, or Biomedical Engineering

Tools

Common Service Desktop

CRM

Job description

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Job Description Summary

The Technical Support Engineer I (TSE I) drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Engineers (FEs), Client Service Technicians (CSTs), and Customers experiencing system performance issues. This position is the technical resource for service-related escalations regarding the product family.

This is a remote role that requires the candidate to work from their home office and occasionally onsite at customer locations. To provide onsite customer support, candidate needs to reside within the forty-eight contiguous United States.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Responsibilities

Job Description

• Provide remote and on-site technical support for (insert modality).
• Use successful, effective field experience and knowledge to provide technical support to FE's, CST's, and customers that may include both remote and onsite support.
• Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status.
• Utilize the GEHC escalation process as needed, working closely with local customer and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner.
• Utilize “Gameplan” tool to drive Service effectiveness. Contribute knowledge to the Problem Solution Database (PSDB).
• Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required.
• Support Material and Purchased Service cost improvement initiatives for the modality.
• Within project engagement, act as a change agent/ field ""advisor"" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support.
• Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth.
• This may include leveraging service capabilities by increasing the number of customer systems connected to the internet to improve remote troubleshooting and remote fix rates.
• Work with Modality / Service Engineering, Product Engineering and field support specialists to drive product quality, serviceability, and resolve formal customer escalations.
• Coach and train FE's to ensure that technical and customer skills are up to date and meet the needs of the business. On occasion may serve as subject matter expert (SME) for FE modality training through the Service Quality Standard (SQS) training curriculum.
• Identify field process improvements such as pre
• PM work, PM cycle time, remote TTR work, field
• based technical training to support use of remote diagnostic troubleshooting tools and processes in the field.
• Identify field quality improvements to include hazardous/ non
• hazardous complaints via Trackwise.
• Travel to customer sites and support installations, FMIs and customer escalations (CSOs).
• Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience, knowledge of legacy (insert modality) products. Knowledge and experience using Common Service Desktop, CRM and other remote tools as required.
  
  

Required Qualifications

• Minimum 5 years of engineering experience as an FE II and/or FE III, or the equivalent external to GE with regards to the repair and maintenance of ICAR systems; demonstrated ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems AND …
• High School Diploma/GED AND 8+ years of experience servicing mechanical and/or electrical equipment; OR Associate's or Bachelor's degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND 5 years of experience servicing mechanical and/or electrical equipment; OR Equivalent military education to Associates or Bachelor's degrees AND 5 years of experience servicing mechanical and/or electrical equipment.
• Must have consistently performed as an FE II, or an FE III, or the equivalent external to GEHC for a period of 5 years before consideration.
• Ability to work from home in a dedicated office space, free from distraction with a high-speed internet connection.
• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
  
  

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.

For U.S. based positions only, the pay range for this position is $92,000.00-$138,000.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf) . 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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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