Customer Support Engineer

**Essential Responsibilities**:
**In this role, you will**:

- 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.
- Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues.
- Uses advanced troubleshooting techniques, clinical knowledge and/or programming skills to make needed modifications to customer database to ensure information integrity for the customer
- Uses advanced troubleshooting techniques, clinical expertise/knowledge and/or programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
- 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
- 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
- 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
- Team Supervisor will be responsible for achieving all defined goals and milestones assigned, while spending up to 50% on the below responsibilities:

- Work with the team to monitor goals in support of departmental and corporate strategies, services requests queue management, reporting analysis (service response rate, team/individual stats, NPS/Medallia, staffing, overall performance)
- Day-to-day service performance monitoring and reviews (regular checks of aging cases, analyzing reports, review customer feedback, provide direct feedback to improve individual performance), schedule management
- Training (assessments, training plan development, coordination, follow-up)
- Mentoring/coaching (OJT, engaging technical resources, identifying and communicating opportunities/improvements, deliver recognition)
- Process documentation/maintenance and communication
- Remove team roadblocks through creative problem solving, negotiating with others or mediating conflicts. Calls upon others to help solve some organizational roadblocks, as appropriate
- Develop a close working relationship with the relevant regional Service Leaders to ensure consistent Service Delivery customer issue resolution, support the Regions and/or Products in Service Delivery and Service Productivity improvement
- Follows/establishes external escalation path and effectively diffuse customer conflicts and bring to resolution
- May be required to work overtime, on-call or weekends

**Basic Qualifications**:

- Bachelor’s Degree in Computer Science, IT or related field or a Clinical degree with minimum of 3 years technical or clinical working experience or Associates Degree and 5 years of technical and/or clinical customer support experience or High School Diploma/GED and High School and 7 years of customer support experience.
- GE Leadership Program Graduates will get credit towards relevant work experience, commensurate to the program they have completed

**Desired Characteristics**:

- Ability to work independently with minimum direction
- Effective communication skills. Demonstrated ability to effectively interface with cro