Field Engineer for Healthcare IT (Northern Germany – Region DACH)

Job Description SummaryThe 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 DescriptionMain responsibilitiesAttend 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 knowledgeOwner of customer communication and to ensure increased customer satisfaction by ensure that issues are dealt with according to SLAManage diverse range of customer incidents liaising with local and central teams to ensure customer satisfaction and maintained of SLACollaboratively utilize escalation paths to ensure timely incident resolutionDefine and communicate root cause analysis both internally and externallyDetermine repeated incidents and translate these into problem recordsDevelop product expertise to become regional Subject Matter Expert (SME)Contribute to knowledge sharing initiativesMentor with and assist experienced resources to provide efficient serviceLead preventative maintenance and ensure service records are updated accordinglyEnsure that administrative tasks such as project documentation and debriefs are complete to the appropriate level of expertiseProvide 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 practicesOwnership 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 customerTo continually measure, monitor and work to drive down incident levels by identify issues before they occur and resolving them as planned workTo ensure that the service desk actively participate in improving the usability and reliability of GE productsProvision 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 customersDegree in an IT related field or equivalentThis 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 supportStrong influencing and relationship management skillsA results oriented individual who thrives working in a fast-paced environmentExcellent analytical and communication skills including ability to provide clear and concise status to senior managementInspire confidence and communicate with customers from different levels in a professional mannerSelf-motivated and able to work autonomouslyAbility to work effectively under pressure to tight deadlineAptitude to define actions plans to execute resolutionValid Class B driving licenseDesirable CharacteristicsGood Understanding of Radiology and or Cardiology workflows and data flows within healthcare environmentProvides constructive input when requesting support to other expertise levelsIllustrates IT mindset, knowledge of IT infrastructure and productsConstantly 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 mannerDemonstrate analytical skills, using experience to analyze technical issues and take relevant decisionsExhibit IT mindset, knowledge of IT infrastructure and products, and technical expertise in healthcare IT or IT productsConsistently 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 skillsConsistently demonstrate high standards of communication skillsBusiness acumen, good coaching and training skills, team work capabilities, organizational and planning skills and some financial understanding.Additional InformationRelocation Assistance Provided: No

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