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Senior Customer Support Engineer

Salt Lake City, UT

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Senior Customer Support Engineer
General Electric

Salt Lake City
Job #700396605
About Us:
GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we live in. At GE, we believe it’s about the future of industry—energy, healthcare, transportation, manufacturing. It’s about making the world work better. GE is transforming itself to become the world's premier digital industrial company, executing critical outcomes for our customers. Explore how you can drive greater asset reliability, lower operating costs, reduce risk and accelerate operational performance with our Predix platform and software solutions.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at ~~~ . 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.
Role Summary:
This role is responsible for providing expert radiology applications and technical support and maintenance for GEHC customers. Provide support to customers experiencing technical difficulties displaying in the GE Software Suite. knowledge of operating system (for example file transfer, etc.). Work in a team, mentor others. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues. Must be able to work a Weekend shift.
Essential Responsibilities:
Effectively manage a queue of multiple customer issues in a timely and efficient manner, making every customer interaction a satisfying experience
Uses troubleshooting techniques, radiology workflow or programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
Uses clinical knowledge and programming skills, deliver software to customer sites from GEHC standard version libraries as well as updates GEHC system with resolution status
Supports product or application with little or no assistance, maintains a high level of quality following all GEHC department standards
Is responsible for quality solutions to be implemented at client sites
Understands and follows departmental standards
Adheres to and advances the use of GEHC coding conventions, debugging techniques, tools, and documentation.
Acts as a technical resource to other members of the department and customers
Analyzes and resolves most software issues with minimum assistance
Has in-depth knowledge of radiology workflow or at least 1 major product. Supports multiple products or suites, while maintaining a high level of quality, 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
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps
Flexibility to provide onsite support, as needed
Provides customer support in 24x7 environment
Must be able to work a Saturday shift and may participate in a standby rotation nights and weekends. Qualifications/Requirements:
Basic Qualifications:
Bachelor’s Degree with minimum of 3 years technical or clinical working experience or Associates Degree and 5 years of technical and/or clinical customer support experience or High School Diploma/GED and High School and 7 years of customer support experience. Eligibility Requirements:
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.
Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.
Minimal travel may be required.
Must be willing to work nights or weekends.
Must be able to work on a Tuesday through Saturday schedule. Desired Characteristics:
Bachelor’s Degree in Radiology, Computer Science, IT or related field
Computer skills to include knowledge of software programming and database applications or clinical expertise
Ability to work independently with minimum direction
Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams
Knowledge/experience with the healthcare industry
Strong customer-service skills
Highly motivated team-player
Prior project or technical leadership experience
Demonstrated ability to train/mentor peers
Ability to stay calm in pressurized situations and coach people through solving problems
Ability to drive improvements in efficiency#DTR Locations:
United States; Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; Open remoteGE will only employ those who are legally authorized to work in the United States for this opening.
Updated 07/12/2018

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