Technical Support Engineer

GE HealthCare is seeking a Technical Support Engineer II to drive customer satisfaction through advanced technical support and incident management. This role involves providing expert troubleshooting, leading escalations, and collaborating with cross-functional teams to enhance product quality and customer service.

Responsibilities:

• Provide remote advanced technical support for GEHC Software and customer hardware, including coaching customers and field teams on contributing factors (e.g., AV, network, Citrix, Microsoft)
• Lead customer escalation meetings; define logical engagement plans and drive timely resolution using appropriate escalation processes
• Apply expert diagnostic methods and remote tools to reduce case resolution cycle time and improve remote TTR (time to repair)
• Serve as the senior technical resource for service-related escalations; coordinate corrective action plans with customer and team leadership
• Champion productivity programs and act as a change agent in product serviceability, reliability, quality trend analysis, and new product introduction support
• Identify, lead, and implement process and troubleshooting improvements; manage/support business process enhancements that increase competitiveness and growth
• Develop, approve, and publish Knowledge Base (KM) content to expand the technical solutions available to Field Engineers and TSEs
• Contribute ideas and participate in workouts and small projects to improve productivity tools and service readiness
• Maintain up-to-date knowledge of GEHC Software products, service expertise, and diagnostic tools to sustain “expert” advisory status
• Partner with Modality/Service Engineering, Product Engineering, and onsite engineers to drive product quality, serviceability, and formal escalation resolution
• Provide valuable input to new product development and service readiness, including service diagnostic tools, feature enhancements, and product quality
• Coach and train TSE I’s, onsite engineers, and peers to ensure technical and customer skills meet business needs; frequently serve as SME for GEHC Software training
• Lead or co-lead project teams in serviceability/reliability improvements, quality trend analysis, productivity program execution, and new product introduction support
• Provide timely, complete documentation that meets all process and quality requirements (e.g., CRM case notes, troubleshooting records)
• Maintain case workflow and manage backlogs to provide customer-centric support and expedited resolution times
• Provide 24x7x365 support in a fast-paced environment to ensure customer satisfaction and timely resolution of issues

Requirements:

• Minimum: 5 year as TSE I or TSE I requires a minimum of 5 years engineering experience as FE II and/or FE III, or equivalent external experience
• Proven expertise in repair and maintenance of GEHC Software and customer hardware
• Demonstrated capability in incident management, customer escalation leadership, and logical engagement planning
• Advanced proficiency with remote diagnostic and troubleshooting tools (e.g., Common Service Desktop, CRM, and other remote support platforms)
• Strong working knowledge of networking concepts and protocols
• Strong working knowledge of AWS
• Strong working knowledge of Citrix, Microsoft ecosystems
• Strong working knowledge of Linux/OS, VM/virtualization, Kubernetes, Cloud, Alerting/Monitoring
• Strong working knowledge of HL7 and legacy product integrations (as applicable)
• Expert troubleshooting and analytical skills; able to resolve complex, ambiguous technical issues
• Strong, friendly, and competent communication and facilitation skills with customers and cross-functional teams
• Leadership in change management, quality improvement, and productivity initiatives
• Customer-obsessed mindset with a track record of reducing cycle times and improving TTR
• Strong ability to manage both scheduled and ad-hoc competing priorities
• Strong ability to pivot and manage multiple concurrent situations
• Proven ability to self-direct and maintain high productivity while adhering to group standards
• Provide timely, complete documentation that meets all process and quality requirements (e.g., CRM case notes, troubleshooting records)
• Maintain case workflow and manage backlogs to provide customer-centric support and expedited resolution times
• Provide 24x7x365 support in a fast-paced environment to ensure customer satisfaction and timely resolution of issues
• Willingness to submit to a background investigation, including verification of past employment, criminal history, and educational background
• Willingness to take a drug test
• Willingness to be legally authorized to work in the United States without restriction
• Willingness to work overtime, on-call, weekends, and holidays as required
• Willingness to complete vendor credentialing as required
• Education: Bachelor's degree in IT engineering or related field preferred
• Certifications: Networking, cloud, or vendor-specific certifications