Technical Support Senior CVIT

Barrington, IL posted on December 14

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Role Summary/Purpose

This role is responsible for providing expert software technical support and maintenance for GEHC customers. Provide support to customers experiencing technical difficulties displaying indepth technical knowledge of the technology in the Software Products (for example, M, Visual Basic, Client/Server, etc.). Working knowledge of operating system (for example file transfer, etc.).

Essential Responsibilities

Work in a team, mentor others and be responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding technical issues. Follows procedures for reporting application bugs and updating. They will have competencies in the necessary technical, business and customer service skills that provide for consistent quality support to assigned clients. This could include: technical skills related to departmental needs (basic programming languages and applicable operating systems) uses functional debugging techniques and technical tools. Understands product functionality. Understands integration between applications. Perform issue analysis. Assists customers with application setup issues as needed.• Uses advanced troubleshooting techniques and programming skills to make needed modifications to customer database to ensure information integrity for the customer
• Uses advanced troubleshooting techniques and programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
• Uses standard utilities and programming skills, deliver software to customer sites from GEHC standard version libraries
• Updates GEHC system with resolution status
• 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
• 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 software issues with minimum assistance
• Assists in conducting business evaluations and document findings in the agreed upon turn-around times
• Serve as an escalation point within the team to increase knowledge and decrease escalations
• Acts as a resource, coach, and mentor as applicable, including serving as a functional resource to staff and customers
• 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
• Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
• 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


1. Bachelor’s Degree with minimum of 3 years technical working experience or Associates Degree and 5 years of technical customer support experience or High School Diploma/GED and High School and 7 years of customer support experience.
2. Computer skills to include knowledge of software programing and database applications
3. Ability to work independently with minimum direction
4. Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams

Quality Specific Goals:
1. Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.

2. Complete all planned Quality & Compliance training within the defined deadlines.

3. Identify and report any quality or compliance concerns and take immediate corrective action as required

Additional Elgibility Qualifications

GE 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 background investigation and drug screen.

Desired Characteristics

1. Bachelor’s Degree in Computer Science, IT or related field
2. Knowledge/experience with the healthcare industry
3. Strong customer-service skills
4. Highly motivated team-player
5. Prior project or technical leadership experience
6. Demonstrated ability to train/mentor peers
7. Ability to stay calm in pressurized situations and coach people through solving problems
8. Ability to drive improvements in efficiency
9. Knowledge of GE Healthcare products preferred
10. Proficient in Microsoft Office Suite, Excellent computer skills, Networking ability
11. Prior training or work experience supporting GE’s DMS, CA1000, CCI, CCE, and EA products
12. Formal training or work experience in Oracle SQL and Microsoft SQL databases
13. Experience in supporting customers in a remote support setting