[Hiring] Technical Support Engineer at GE HealthCare

Job Description Summary

The Technical Support Engineer drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Engineers (FEs), Client Service Technicians (CSTs), and Customers experiencing system performance issues. This position is the technical resource for service-related escalations regarding the product family.

This is a remote role where you will work out of your home office. The successful candidate will need to reside in the 48 contiguous United States with the ability to work from home in a dedicated office space, free from distraction with a high-speed internet connection.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. 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.

The Military DoW SkillBridge program is an opportunity for Service members to gain valuable civilian work experience through specific industry training, apprenticeships, or internships during the last 180 days of service. SkillBridge connects Service members with industry partners in real-world job experiences under Dept. of Defense Instruction 1322.29. Separating Service members can be granted up to 180 days of permissive duty to focus solely on training full-time with approved industry partners after unit commander (first O-4/Field Grade commander in chain of command) provides written authorization and approval.

Job Description

Essential Responsibilities

• Provide remote and on-site technical support for XR/RF Modality.
• Use successful, effective field experience and knowledge to provide technical support to Field Engineers, Client Service Technicians, and customers that may include both remote and onsite support.
• Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status.
• Utilize the GEHC escalation process as needed, working closely with local customer and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner.
• Utilize “Gameplan” tool to drive Service effectiveness. Contribute knowledge to iResolve.
• Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required.
• Support Material and Purchased Service cost improvement initiatives for the modality.
• Within project engagement, act as a change agent/ field “advisor” in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support.
• Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth.
• This may include leveraging service capabilities by increasing the number of customer systems connected to the GE HealthCare back office to improve remote troubleshooting and remote fix rates.
• Work with Modality / Service Engineering, Package Engineering and field support specialists to drive product quality, serviceability, and resolve formal customer escalations.
• Coach and train FE’s to ensure that technical and customer skills are up to date and meet the needs of the business. On occasion may serve as subject matter expert (SME) for FE modality training through the Service Quality Standard (SQS) training curriculum.
• PM work, PM cycle time, remote TTR work, field based technical training to support use of remote diagnostic troubleshooting tools and processes in the field.
• Identify field quality improvements to include hazardous/ non-hazardous complaints.
• Travel to customer sites and support installations, FMIs and customer escalations (CSOs).
• Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience, knowledge of legacy XR/RF products. Knowledge and experience using Common Service Desktop, CRM and other remote tools as required.

Required Qualifications:

• Associate’s or Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND a minimum 5 years of experience servicing mechanical and/or electrical equipment; OR equivalent military education AND minimum 5 years of experience servicing mechanical and/or electrical equipment; OR High School Diploma/GED AND a minimum 8 years of experience servicing mechanical and/or electrical equipment
• Minimum 5 years of XR/RF engineering experience as an Field Service Engineer II and/or Field Service Engineer III; OR the equivalent external to GE HealthCare with regards to the repair and maintenance of (XR/RF) systems
• Demonstrated ability to handle/resolve difficult technical issues with advanced knowledge of applicable systems.
• Demonstrated strong communication skills with the ability to clearly convey technical information to diverse audiences, while effectively collaborating across cross‑functional teams to maintain a positive, productive, and well‑structured workplace environment.
• May include domestic travel up to 20%
• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Additional Information

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.