The SEI Customer Support Engineer is responsible for directly managing a
collection of critical applications throughout their life cycle -
installation, regular health checkups, updates and upgrades, troubleshooting,
migration, user training, customer education etc. Support multiple software
packages and route to appropriate support within GE Healthcare support groups.
Also to continue generating customer satisfaction within the medical industry
Roles and Responsibilities
* Master all aspects of system installation and support as per GE HealthCare standards and guidelines e.g. creating, installation, commissioning, maintenance, installation documentation, installing 3rd party systems e.g. Microsoft OS, Microsoft SQL Server, anti-virus etc., hardware installation e.g. servers, storage systems, front-end hardware, configuration of application, customer education, handover to customer.
* Work directly with other support teams to help reproduce and resolve customer issues.
* Drive customer communication during critical events and lead retrospective meetings.
* Drive projects that improve support-related processes and our customers ' technical support experience with minimal guidance.
* Collaborate with cross functional stakeholders.
* Deal with the day-to-day operations and support customers in their daily use of SEI applications.
* Solves problems either by own analyses or by escalation and track solutions.
* Acts as central point of contact for end user complaints and questions as part of support team.
* Run routine health checkups of GE HealthCare SEI install base - both remotely and onsite - to ensure system is functioning as expected, quality and identify possible occurrence of any issue which might disrupt normal operations.
* Review feedback from customers, compile and analyze support data and recommend technical changes as appropriate.
* Promote standardization of services based on regional & global guidelines.
* Contribute to knowledge transfer within the functional group as required.
* Provide regular, timely and productive team and individual development feedback.
* Adhere to all processes and methodology for Knowledge. Create knowledge content and own documentation as well as knowledge sharing
Desired Characteristics
* Education to Bachelor Degree level or equivalent level of education and field experience. Minimum 3 to 5 years of experience in healthcare technology - Preferably healthcare IT.
* Highly approachable and humble. Good knowledge of key components of infrastructure; data Centers, LAN, WAN, storage, servers, backup, cloud, security and other technologies.
* Good knowledge of key software components; various operating systems, virtualization technologies, databases and other technologies.
* Has a solid foundation of key IT practices and teachings.
* Has experience in problem solving techniques.
* Must be Fluent in English (reading, writing & dialogue).
* Must be Flexible and able to travel 50%+ of the time and based on the business needs.
Relocation Assistance Provided: No
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