Technical Support Engineer I- Patient Monitoring Systems

Job Description SummaryThe 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.

• Knowledge and experience using Common Service Desktop, troubleshooting, CRM and other remote tools.

• Ability to stay calm in various customer support situations.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.

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For U.S. based positions only, the pay range for this position is $89,760.00-$134,640.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. 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).

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.

Relocation Assistance Provided: No

Application Deadline: January 31, 2025 Apply