General Electric Sr Associate - Digital Customer Support Eng in Augusta, Maine
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . 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.
This role is responsible for providing expert software support services for GE Healthcare customers. Provide support to customers experiencing technical/integration or application workflow issues displaying in-depth technical knowledge of Centricity EMR/CPS. Working knowledge of HL7, Qvera. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues.
Uses advanced troubleshooting techniques, clinical knowledge, integration and/or programming skills to make needed modifications to customer database to ensure information integrity for the customer
Uses advanced troubleshooting techniques, integration/clinical expertise/knowledge and/or programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
Supports product or application with little or no assistance, while maintaining a high level of quality following all GEHC department standards
Is responsible for quality solutions to be implemented at client sites as well as working with other analysts/engineers in addressing application/product integration issues
Understands and follows corporate, divisional and departmental standards
Adheres to and advances the use of GEHC coding conventions, debugging techniques, tools, and documentation. Expert in the use of a wide range of debugging techniques
Analyzes and resolves complex application/software issues with minimum assistance
Assists in conducting business evaluations and document findings in the agreed upon turn-around times
Acts as a resource, coach, and mentor as applicable, including serving as a functional resource to staff and customers
Be an expert in HL7 and provide solutions that meet the medical standards.
Identify knowledge gaps and trends to develop training and build the skills of fellow engineers
Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients as applicable - meeting all project plan dates set
Displays in-depth knowledge to support multiple products or suites with little or no assistance, while maintaining a high level of quality and following all GEHC department standards
Has a concentration in/familiarity with other applications to develop integration expertise
May write or contribute user/technical documentation and case notes
Meets with customers as necessary, analyzes their needs, and provides insight into products and their functionality
May be required to work overtime, on-call, weekends, and holidays
Identify and report any personal quality or compliance concerns immediately to the Quality Organization
Ensure timely dispatch closure
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
Flexibility to provide onsite support, as needed
Provides advanced customer support in 24x7 environment Qualifications/Requirements: Basic Qualifications
Bachelor’s Degree with minimum of 3 years technical or clinical working experience or Associates Degree and 5 years of technical and/or clinical customer support experience or High School Diploma/GED and High School and 7 years of customer support experience.
GE Leadership Program Graduates will get credit towards relevant work experience, commensurate to the program they have completedEligibility Requirements
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 (If Visa Sponsorship is No)
Must be willing to travel (If there is travel)
Must be willing to work remote Desired Characteristics:
Bachelor’s Degree in Computer Science, IT or related field
Knowledge/experience with the healthcare industry
Strong customer-service skills
Strong oral and written skills
Effective team-building and problem-solving abilities
Highly motivated team-player
Demonstrated ability to train/mentor peers
Ability to stay calm in pressurized situations and coach people through solving problems
Ability to drive improvements in efficiency
knowledge of GE Healthcare products preferred
Proficient in Microsoft Office Suite, Excellent computer skills
Experience with applications on Cloud platform e.g. Azure
Experience writing SQL queries and optimizing them in Databases like MS SQL Server
Experience in healthcare IT technologies like HL7, QIE
DBA Certification/good knowledge of (Oracle, SQL Server); HL7 Certification; MCSE
Knowledge of Windows Terminal Server and Citrix.
Knowledge of SMPP/Document Management/Link Logic a plus.
Good knowledge on Windows and Linux Operating systems#DTR Locations: United States; Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; Open remoteGE will only employ those who are legally authorized to work in the United States for this opening.