General Electric Customer Support Engineering Analyst (Extremadura Region) in Various, Spain

About Us:

GE Healthcare at http://www.gehealthcare.com provides transformational medical technologies and services to meet the demand for increased access, enhanced quality and more affordable healthcare around the world. GE works on things that matter - great people and technologies taking on tough challenges. From medical imaging, software & IT, patient monitoring and diagnostics to drug discovery, biopharmaceutical manufacturing technologies and performance improvement solutions, GE Healthcare helps medical professionals deliver great healthcare to their patients.

Learn More About Careers at GE

Learn More About GE Healthcare

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Role Summary:

The Customer Support Engineer Analyst is responsible for resolving product, configuration, and application issues/questions for the GE Digital solutions products. May also be responsible for providing expert software support services for GE Healthcare customers. 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.

Essential Responsibilities:

  • Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality

  • Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues

  • Uses advanced troubleshooting techniques, clinical knowledge and/or programming skills to make needed modifications to customer database to ensure information integrity for the customer

  • Uses advanced troubleshooting techniques, clinical expertise/knowledge and/or programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones

  • Supports product or application with little or no assistance, while maintaining a high level of quality following all GEHC department standards

  • Is responsible for quality solutions to be implemented at client sites as well as working with other analysts/engineers in addressing application/product integration issues

  • Understands and follows corporate, divisional and departmental 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 issues with minimum assistance

  • Assists in conducting business evaluations and document findings in the agreed upon turn-around times

  • Serve as an escalation point within the team to increase knowledge 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 and build the skills of fellow engineers

  • Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients as applicable - meeting all project plan dates set

  • Displays in-depth knowledge to support multiple products or suites with little or no assistance, while maintaining a high level of quality and 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

  • Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe

  • Participate in continuous improvement activities by identifying 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 Qualifications/Requirements:

  • Bachelor’s Degree in Computer Science, IT or related field or a Clinical degree with significant technical or clinical working experience

  • Database knowledge (SGBD management level)

  • HL7 2.x and DICOM knowledge. System integration experience

  • UNIX, LINUX and WINTEL system administration knowledge

  • ITIL Foundations knowledge

  • Computer skills to include knowledge of software programming and database applications or clinical expertise

  • Must be willing to travel

  • Must be willing to work out of the office

  • EU Work PermitNon-national candidates are responsible to know the minimum documentation requirements to be able to be contracted in country: NIE- Social Security Affiliation Number in Spain (NAF) and Bank Account in Spain. They must be in possession of them at the time of start hiring. GE will not sponsor this requirement. Desired Characteristics:

  • Oracle, Sybase and MSSQL, PL scripts

  • HL7 2x, 3.x. certification

  • Mirth training

  • Rhapsody training

  • DICOM 3.0 certification

  • Scripting in Linux

  • ITIL foundations diploma

  • Ability to work independently with minimum direction

  • Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams

  • 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

  • Knowledge of GE Healthcare products preferred

  • Familiarity with remote monitoring and diagnostics solutions and concepts

  • Exceptional troubleshooting, customer service, and analytical skills Locations: Spain; Madrid, Cáceres, BadajozGE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www1.eeoc.gov/employers/upload/eeocselfprint_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.