Technical Support Engineer - Remote Eligible

Technical Support Engineer II

The Technical Support Engineer II (TSE II) drives customer satisfaction through service excellence by providing advanced technical support and counsel to remote and onsite engineers, clinical applications technicians (CATs), TSE I's, and customers experiencing system performance issues. As the senior technical resource for service-related escalations for GEHC software and customer hardware, this role leads incident management and customer escalations, delivers expert troubleshooting, and champions quality, productivity, and knowledge-management initiatives.

Key responsibilities include:

• Providing 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).
• Leading customer escalation meetings; defining logical engagement plans and driving timely resolution using appropriate escalation processes.
• Applying expert diagnostic methods and remote tools to reduce case resolution cycle time and improve remote TTR (time to repair).
• Serving as the senior technical resource for service-related escalations; coordinating corrective action plans with customer and team leadership.
• Championing productivity programs and acting as a change agent in product serviceability, reliability, quality trend analysis, and new product introduction support.
• Identifying, leading, and implementing process and troubleshooting improvements; managing/supporting business process enhancements that increase competitiveness and growth.
• Developing, approving, and publishing Knowledge Base (KM) content to expand the technical solutions available to field engineers and TSEs.
• Contributing ideas and participating in workouts and small projects to improve productivity tools and service readiness.
• Maintaining up-to-date knowledge of GEHC software products, service expertise, and diagnostic tools to sustain "expert" advisory status.
• Partnering with modality/service engineering, product engineering, and onsite engineers to drive product quality, serviceability, and formal escalation resolution.
• Providing valuable input to new product development and service readiness, including service diagnostic tools, feature enhancements, and product quality.
• Coaching and training TSE I's, onsite engineers, and peers to ensure technical and customer skills meet business needs; frequently serving as SME for GEHC software training.
• Leading or co-leading project teams in serviceability/reliability improvements, quality trend analysis, productivity program execution, and new product introduction support.
• Providing timely, complete documentation that meets all process and quality requirements (e.g., CRM case notes, troubleshooting records).
• Maintaining case workflow and managing backlogs to provide customer-centric support and expedited resolution times.
• Providing 24x7x365 support in a fast-paced environment to ensure customer satisfaction and timely resolution of issues.

Qualifications include:

• Minimum: 5 years 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.

Technical skills include:

• 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, AWS, Citrix, Microsoft ecosystems, Linux/OS, VM/virtualization, Kubernetes, cloud, alerting/monitoring, and HL7 and legacy product integrations (as applicable).

Core competencies include:

• 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.

Work conditions include:

• Remote support position from employee's home office with an adequate work environment for professional customer interactions.
• Participation in on-call rotations to facilitate 24x7x365 customer support.
• Fast paced professional environment as part of customer focused critical care support center.

Optional:

• Education: Bachelor's degree in IT engineering or related field preferred.
• Certifications: Networking, cloud, or vendor-specific certifications.

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.

GE HealthCare is an Equal Opportunity Employer. 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. GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).