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

Position Overview

Perinatal Technical Support Engineer with Clinical Support and Customer Success responsibilities. GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Compensation: $108,000.00-$162,000.00 Annual. For U.S. based positions only. Note that compensation decisions are based on skills, qualifications, experience, and location; performance-based incentive compensation may also be eligible.

Key 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.

Required Qualifications

• 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. (no employment visa sponsorship available now or in the future).

Preferred Qualifications

• Working knowledge of operating systems (e.g., Windows, Linux).
• Proficient use of software applications such as Windows Outlook, Word, PowerPoint, and Excel, as well as navigating 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.

Benefits & Perks

• Benefits: GE HealthCare offers a competitive benefits package including medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.