Customer Support Specialist | [M40]

Customer Support Specialist | [M40]

13 oct
|
GE Healthcare
|
Madrid

13 oct

GE Healthcare

Madrid

JOB DESCRIPTION



Job Description Summary



You will be responsible for resolving product, configuration, and application issues/questions for the GE Digital solutions products. You may also provide cross-product technical deep-dive expertise, architecture and problem expertise towards complex customer solution design, coding and testing for changes and fixes.



GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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



Essential Responsibilities





- Ensure customers success by fostering a balanced relationship that benefits both GE and the customer with the goal of producing the highest level of customer support and satisfaction. May be through a customer dedicated support contract or part of a team and be an escalation point for secondary support

- Creation and maintenance of system diagrams detailing functionality of customer GEHC IT environment

- System-wide RFS review with goal of identifying patterns and root cause of cross-product/lingering/repeat support issues

- Primary contributor to Knowledge Management system for customer specific configuration details that will benefit the greater Customer Center team

- Act as escalation resource for Level 2 support teams

- Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on-premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality





Qualifications/Requirements



- Several years of technical or clinical working experience

- Computer skills to include knowledge of software programing and database applications or clinical expertise

- Expertise in analyzing and troubleshooting network performance and communication issues (WAN, LAN, VPN, cellular)

- Working knowledge of TCP/IP protocols, Layers of Networking, IP addressing, routing, LAN, WAN, DHCP, DNS, Active Directory 2003/08, firewalls & switches as it applies to isolating and resolving reported issues in these areas

- Able to diagnose and solve intermediate to advanced issues using a variety of applications (Chrome Dev Tools, WebEx, SQL Profiler, etc.)

- Able to apply cross project architecture fundamentals using different architectures composing the holistic Enterprise Architecture; Drive and Manage consolidated architectures; Improves architecture processes and methods across multiple projects/products

- Desired Characteristics :

- Ability to work independently with minimum direction

- Effective communication skills

- Demonstrated ability to effectively interface with cross-functional teams

- Positive attitude when dealing with customers and co-workers

- Strong common sense and logical reasoning skills

- Familiarity with remote monitoring and diagnostics solutions and concepts



GE Healthcare is an Equal Opportunity Employer where inclusion matters. 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.



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.



Additional Information



Relocation Assistance Provided: No

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