HealthCare Digital Customer Support Engineer

HealthCare Digital Customer Support Engineer

Job Description Summary:
In this role you will provide expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, installation & upgrades, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. You will impact departmental operations and will be responsible for planning/execution. The role has some autonomy but is focused on execution of activities within an operating discipline covered by standard functional practices and procedures. Some judgment may be required but this is typically with guidance.

Job Description:

Key Roles and Responsibilities:
Accountable to collaborate with the customer to identify technical requirements and support customers incidents resolution on time and as per the departmental best-practice, guidelines, and quality procedures.
Produce guidelines/checklists for self & partners to execute the work with a high-quality of service.
Provide technical lead and governance to customers.
Participate in all necessary trainings improvements for better products & customers experience.
Conduct quarterly site visit at MMC Customers as technical evangelist (or whenever required as per the agreement T&Cs).
Engage throughout the full lifecycle of assigned cases, influencing decisions on design and functionality to keep cases on track.
Driving standardization, limiting customization, and maximizing reuse of content developed for previous solutions.
Effectively communicate both verbally and in writing with peers and team members as an inclusive team member, supporting pre-sale strategy (as needed) and project execution.
Ability to work independently as well as part of the team.
Adhere to all processes and methodology for Knowledge Centered Support. Create knowledge content for the Knowledge base and willingness to share the knowledge.
Responsible for Pre-sales deal review, Installation, Upgrades, Go-live Support, and continuous support.
Align with the internal FMI Recalls process and facilitate its completion.
Perform regular periodic health-checks & PPMs in alignment with departmental best-practice, guidelines, and products documentations.
Participating in the Oncall shifts/rotations.

Proven Experience with:
RIS, PACS, STS, LTA, VNA, DICOM, HL Healthcare Workflow solutions.
Healthcare Departments workflows.
Personas and key terminologies required to address customer concerns/issues.
Customer solution implementation and run services.
Customer service desk management, remote, and onsite support.
Implementation and Upgrades tools and methods.
Problem Management.
Release management.
Continuous Services training.

Demonstration of Leadership Behaviors:
Research, investigate and troubleshoot issues involving all aspects of the GE HealthCare SEI. Including but not limited to configuration, user interface, network and communication connectivity and performance, Cloud and on-premises component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems.
Broadening knowledge of own technical & Product 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/escalate with/to 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 GE HealthCare. Explains technical information to others.

Required Skills:
This role requires basic experience in the Services & 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).
Basic Healthcare IT-related knowledge & experience.
Advanced Servers, Storages, and workstation experience.
Basic Networking & Security experience and understanding.
Advanced Microsoft OS Servers & Clients & Office installation and administration experience.
Basic MS SQL, Sybase, Oracle Database knowledge and administration.
Basic virtualization Knowledge & Experience (e.g. VMWare, Hyper-V, AWS).
Familiar on utilizing available tools to analyze & troubleshoot system issues and logs.
Team player and excellent communication & soft skills.
Must be fluent in English (reading, writing, and understanding) and optionally in Arabic.
Previous experience with GE HealthCare Imaging Solutions (RIS, PACS, VNA..) is a Plus!

Future Market Considerations:
Maintain strong customer relations and communication skills.
Connect customer outcome to technical solutions/changes needed on product/services to offer world class service.
Understand latest market trends in service and support, understand what the competition is doing, changes needed to reduce cost to serve and improve margins.

Inclusion and Diversity:
GE Healthcare is an Equal Opportunity Employer where inclusion matters. 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.
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.