Sr Associate - Digital Customer Support Engineer (Central, Eastern or Mountain Time Zone)

GE HealthCare is a leading global medical technology and digital solutions innovator. The role involves providing remote technical support to customers, ensuring exceptional customer service, and supporting clinical configuration and customer success initiatives.

Responsibilities:

• Provide remote support to customers experiencing technical or application workflow issues, displaying in-depth technical knowledge of the technology in the Software Products
• Meet with customers as necessary, analyze their needs, and provide insights into products and their functionality
• Differentiate with exceptional customer service and actively integrate user experience and outcomes
• Provide ongoing post-installation consultation and support for clinical configuration
• Support existing customers with scheduled customer success meetings to share clinical applications knowledge through coaching and customer relationship building
• Offer advanced customer support in a 24x7 environment
• Write or contribute to user/technical documentation and case notes
• Act as a resource, coach, and mentor, including serving as a functional resource to staff and customers
• Identify knowledge gaps and trends to develop training and build the skills of fellow engineers
• Serve as an escalation point within the team to increase knowledge and reduce escalations
• Monitor team goals in support of departmental and corporate strategies, manage service requests queue, and analyze reporting (service response rate, team/individual stats, NPS, staffing, overall performance)
• Maintain customer relationships and communicate relevant product and/or customer concerns or opportunities to team leadership
• Conduct business evaluations and document findings within agreed turn-around times
• Correlate theoretical knowledge with clinical and product information to provide clinicians with the skills to obtain optimal performance from GE Healthcare equipment
• Analyze and resolve complex application/software issues with minimal assistance, using a wide range of debugging techniques
• Follow GEHC standards and advance the use of GEHC coding conventions, debugging techniques, tools, and documentation

Requirements:

• Licensed Registered Nurse
• Associate degree from an accredited Nursing or health-related program
• 5+ years of clinical experience in a maternal/infant care environment
• Strong and effective configuration, teaching, and presentation skills
• Willingness to work overtime, on-call, weekends, and holidays as required
• Vendor credentialing as required
• Legal authorization to work in the U.S. is required. Sponsorship for employment visas, now or in the future, for this job opening is not available
• Working knowledge of operating systems (e.g., Windows, Linux)
• Proficient use of software applications, such as Windows Outlook, Word, PowerPoint, and Excel, and navigating other computer and web-based tools (intranet/internet/apps)
• Ability to learn specialized industry-specific software and provide digital education and training solutions
• Preferred experience with GE Centricity Perinatal specific products