Job Description Summary

The Technical Support Engineer I (TSE I) 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 Patient Care Solutions (PCS) products Patient Care Solutions products for Anesthesia, Respiratory and Mother Infant Care modalities.

This role supports the Eastern Time Zone – Work Schedule:  M-F 8am–6pm EST with on call rotation.

This is a remote role where you will work out of your home office.  The successful candidate will need to reside in the United States, supporting Eastern Time Zone working hours, 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.

Job Description

Responsibilities:

• Provide remote and on-site technical support for Patient Care Solutions products for Anesthesia, Respiratory and Mother Infant Care modalities. .

• Use successful, effective field experience and knowledge to provide technical support to FE’s, CST’s, and customers that may include both remote and onsite support.

• 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 to the improvement of productivity tools through idea generation, workout attendance, and small projects as required. 

• 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.

• Work with Modality / Service Engineering, Product 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.

• 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 PCS products. Knowledge and experience using Common Service Desktop, CRM and other remote tools as required.

• Ability to work M-F 8am-6pm EST with on call rotation

Required Qualifications:

• High School Diploma/GED AND 8+ years of experience servicing mechanical and/or electrical equipment, OR…Associate’s or Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND 5 years of experience servicing mechanical and/or electrical equipment OR…Equivalent military education to Associates or Bachelor's degrees AND 5 years of experience servicing mechanical and/or electrical equipment.

• Minimum 5 years of engineering experience as an FE II and/or FE III, or the equivalent external to GE with regards to the repair and maintenance of anesthesia machines, ventilators, mother/infant care systems; demonstrated ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems

• 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. 

Desired Qualifications:

• Networking knowledge preferred.

• Demonstrated ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems.