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Senior Customer Support Engineer

Company name
General Electric Company

Boston, MA

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Senior Customer Support Engineer




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.

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at EEO combined.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.

Role Summary:

This role is responsible for providing expert software support services for GE Healthcare customers in an individual contributor role . 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.).

Essential Responsibilities:

Uses advanced troubleshooting techniques, clinical knowledgeand/or programming skills to make needed modifications to customer database toensure information integrity for the customer

Uses advanced troubleshooting techniques, clinicalexpertise/knowledge and/or programming skills to analyze and resolve customerissues as assigned in compliance with the standard turn-around time or projectmilestones

Supports product or application with little or noassistance, while maintaining a high level of quality following all GEHCdepartment standards

Is responsible for quality solutions to be implemented atclient sites as well as working with other analysts/engineers in addressingapplication/product integration issues

Understands and follows corporate, divisional anddepartmental 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 issueswith minimum assistance

Assists in conducting business evaluations and documentfindings in the agreed upon turn-around times

Serve as an escalation point within the team to increaseknowledge and decrease escalations

Acts as a resource, coach, and mentor as applicable,including serving as a functional resource to staff and customers

Identify knowledge gaps and trends to develop training andbuild the skills of fellow engineers

Specifies, sets up, codes, and processes complex conversionand interfaces for assigned clients as applicable - meeting all project plandates set

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

Has a concentration in/familiarity with other applicationsto develop integration expertise

May write or contribute user/technical documentation andcase notes

Meets with customers as necessary, analyzes their needs, andprovides insight into products and their functionality

May be required to work overtime, on-call, weekends, andholidays

Identify and report any personal quality or complianceconcerns 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 byidentifying 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


Basic Qualifications:

Bachelor’s Degree with minimum of 3 years technical orclinical working experience or Associates Degree and 5 years of technicaland/or clinical customer support experience or High School Diploma/GED and HighSchool and 7 years of customer support experience.

GE Leadership Program Graduates will get credit towardsrelevant work experience, commensurate to the program they have completed

Eligibility Requirements:

Legal authorization to work in the U.S. is required. We willnot sponsor individuals for employment visas, now or in the future, for thisjob opening.

Desired Characteristics:

Bachelor’s Degree in Computer Science, IT or related fieldor a Clinical degree

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 coachpeople through solving problems

Ability to drive improvements in efficiency

knowledge of GE Healthcare products preferred

Proficient in Microsoft Office Suite, Excellent computerskills, Networking ability

Green Belt certified



United States; Alabama, Alaska, American Samoa, 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 Remote

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at


print_poster.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 will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion​ of a background investigation and drug screen.

Company info

General Electric Company
Website :

Company Profile
GE {NYSE: GE} works on things that matter. The best people and the best technologies taking on the toughest challenges. Finding solutions in energy, health and home, transportation and finance. Building, powering, moving and curing the world. Not just imagining. Doing. GE works.

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