Job Description Summary
The objective of this role is to provide first-class service and support to our GE Healthcare Solution for Enterprise Imaging (SEI) customers in Northern (or Southern ) region of DACH (Germany, Austria & Switzerland) through a team of technical specialists for Radiology RIS, PACS and Cardiology IT solutions. You will act as a regular (not daily) on-site Field Engineer interfacing with the customers, respond to reported incident issues, attend regular service support visits, support a remote team of installation & upgrade on site, perform software O/S patching or Safety updates when needed, manage customer expectations, and ensure clear communication between the customer and GEHC.
This role is homebased and based in the area of Frankfurt/Rhine Main covering from there the Northern Part of Germany!
GE HealthCare is a global leader in medical technology and digital solutions. Our mission is to improve lives in the moments that matter. Unlock your potential, turn ideas into world changing realities, and join an organization where every voice matters and every contribution helps build a healthier world.
Job Description
Main responsibilities
- Attend on-site visits regularly to attend to contractual service support obligations (e.g. patch day, service reviews, etc)
- Evaluation of incidents within a fast-moving environment to determine priority and urgency and resolution of technical incidents, employing workflow and IT product knowledge
- Owner of customer communication and to ensure increased customer satisfaction by ensure that issues are dealt with according to SLA
- Manage diverse range of customer incidents liaising with local and central teams to ensure customer satisfaction and maintained of SLA
- Collaboratively utilize escalation paths to ensure timely incident resolution
- Define and communicate root cause analysis both internally and externally
- Determine repeated incidents and translate these into problem records
- Develop product expertise to become regional Subject Matter Expert (SME)
- Contribute to knowledge sharing initiatives
- Mentor with and assist experienced resources to provide efficient service
- Lead preventative maintenance and ensure service records are updated accordingly
- Ensure that administrative tasks such as project documentation and debriefs are complete to the appropriate level of expertise
- Provide technical expertise and assist with leading edge product knowledge and close working relationships with ServiceDesk (Level 1 & Level 2), Remote Operations Centres (Level 3) and Engineering level 4 support; ensuring prioritization of issues going to these escalation support levels.
- To ensure the level of incidents are being continually driven incoming and on-going incidents and identify problem as per ITIL best practices
- Ownership for resolution within SLA of customer issues, enquires and Service Requests escalated to you by the incident the right proactive monitoring tools are in place for each customer
- To continually measure, monitor and work to drive down incident levels by identify issues before they occur and resolving them as planned work
- To ensure that the service desk actively participate in improving the usability and reliability of GE products
- Provision of incident analysis information and working in partnership with Regional Service Manager.
Qualification/Requirements
- Willingness to travel: Approximately 50% of your role will be spent on-site with assigned customers
- Degree in an IT related field or equivalent
- This position requires very strong German and English language skills in both written and verbal communication.
- Technical experience with systems networking, Operating Systems, Databases, and user support
- Strong influencing and relationship management skills
- A results oriented individual who thrives working in a fast-paced environment
- Excellent analytical and communication skills including ability to provide clear and concise status to senior management
- Inspire confidence and communicate with customers from different levels in a professional manner
- Self-motivated and able to work autonomously
- Ability to work effectively under pressure to tight deadline
- Aptitude to define actions plans to execute resolution
- Valid Class B driving license
Desirable Characteristics
- Good Understanding of Radiology and or Cardiology workflows and data flows within healthcare environment
- Provides constructive input when requesting support to other expertise levels
- Illustrates IT mindset, knowledge of IT infrastructure and products
- Constantly exhibits customer focus demonstrating a customer-first attitude, knowing he/she is representing GEHC.
- Consistency demonstrates tact and diplomacy, when facing difficult, stressful or sensitive interpersonal situation to maintain good relationships with customers; communicate in a professional, respectful manner
- Demonstrate analytical skills, using experience to analyze technical issues and take relevant decisions
- Exhibit IT mindset, knowledge of IT infrastructure and products, and technical expertise in healthcare IT or IT products
- Consistently demonstrates team management capabilities by motivates himself/herself and team members for results, facilitating and manages group interactions & team working, demonstrating a high level of interpersonal skills
- Consistently demonstrate high standards of communication skills
- Business acumen, good coaching and training skills, team work capabilities, organizational and planning skills and some financial understanding.
Additional Information
Relocation Assistance Provided: No