Field Engineer – Healthcare IT
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Job Description
Field Engineer providing first-class service and support for GE Healthcare's IT solutions in DACH region. Act as a Field Engineer interfacing with customers, manage incidents, and ensure customer satisfaction.
Responsibilities:
- Attend 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 knowledge
- Owner of customer communication and to ensure increased customer satisfaction by ensure that issues are dealt with according to SLA
- Manage diverse range of customer incidents liaising with local and central teams to ensure customer satisfaction and maintained of SLA
- Collaboratively utilize escalation paths to ensure timely incident resolution
- Define and communicate root cause analysis both internally and externally
- Determine repeated incidents and translate these into problem records
- Develop product expertise to become regional Subject Matter Expert (SME)
- Contribute to knowledge sharing initiatives
- Mentor with and assist experienced resources to provide efficient service
- Lead preventative maintenance and ensure service records are updated accordingly
- Ensure that administrative tasks such as project documentation and debriefs are complete to the appropriate level of expertise
- Provide 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 practices
- Ownership 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 customer
- To continually measure, monitor and work to drive down incident levels by identify issues before they occur and resolving them as planned work
- To ensure that the service desk actively participate in improving the usability and reliability of GE products
- Provision of incident analysis information and working in partnership with Regional Service Manager.
Requirements:
- Willingness to travel: Approximately 50% of your role will be spent on-site with assigned customers
- Degree in an IT related field or equivalent
- This 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 support
- Strong influencing and relationship management skills
- A results oriented individual who thrives working in a fast-paced environment
- Excellent analytical and communication skills including ability to provide clear and concise status to senior management
- Inspire confidence and communicate with customers from different levels in a professional manner
- Self-motivated and able to work autonomously
- Ability to work effectively under pressure to tight deadline
- Aptitude to define actions plans to execute resolution
- Valid Class B driving license
Benefits:
- Relocation Assistance Provided: No
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