Field Engineer – Healthcare IT
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Job Description
Field Engineer for Healthcare IT providing on-site support in Southern Germany for GE Healthcare solutions. Responsibilities include incident management and customer communication with a strong focus on service quality and technical expertise.
Responsibilities:
- Attend on-site visits regularly to fulfill contractual service support obligations (e.g., patch days, service reviews, etc.)
- Evaluate incidents in a fast-paced environment to determine priority and urgency, and resolve technical incidents using workflow and product knowledge
- Own customer communication and increase customer satisfaction by ensuring issues are handled according to SLAs
- Manage a diverse range of customer incidents, liaising with local and central teams to maintain SLAs and ensure customer satisfaction
- Collaboratively use escalation paths to ensure timely incident resolution
- Define and communicate root cause analysis both internally and externally
- Identify recurring incidents and translate these into problem records
- Develop product expertise to become a regional Subject Matter Expert (SME)
- Contribute to knowledge‑sharing initiatives
- Mentor and assist less experienced colleagues to provide efficient service
- Lead preventative maintenance activities and ensure service records are updated accordingly
- Ensure administrative tasks such as project documentation and debriefs are completed to the appropriate level of detail
- Provide technical expertise and maintain close working relationships with Service Desk (Level 1 & Level 2), Remote Operations Centers (Level 3) and Engineering Level 4 support; ensure appropriate prioritization of issues escalated to these levels
- Work to ensure incident volumes are continually reduced by identifying problems in line with ITIL best practices
- Take ownership for resolution within SLA of customer issues, enquiries and service requests escalated to you, and ensure the right proactive monitoring tools are in place for each customer
- Continually measure, monitor and drive down incident levels by identifying issues before they occur and resolving them as planned work
- Ensure the Service Desk actively participates in improving the usability and reliability of GE products
- Provide incident analysis information and work in partnership with the Regional Service Manager.
Requirements:
- Willingness to travel: approximately 50% of the role will be spent on-site with assigned customers
- Degree in an IT-related field or equivalent experience
- Very strong German and English language skills, both written and verbal
- Technical experience with networking, operating systems, databases, and end‑user support
- Strong influencing and relationship‑management skills
- Results‑oriented individual who thrives in a fast-paced environment
- Excellent analytical and communication skills, including the ability to provide clear and concise status updates to senior management
- Ability to inspire confidence and communicate professionally with customers at all levels
- Self-motivated and able to work autonomously
- Ability to work effectively under pressure and to tight deadlines
- Aptitude for defining action plans to execute issue resolution
- Valid Class B driving license
Benefits:
- Relocation assistance: No
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