Address Job Description Summary
The Online Engineer (OLE) for Medical IT and Connectivity plays a pivotal role in delivering remote technical support and guidance to field engineers and customers across the region. With a focus on GE Healthcare's (GEHC) medical IT products, the OLE ensures seamless connectivity and strives for increased remote resolution. This role encompasses troubleshooting, supporting, and driving initiatives to enhance system connectivity, tools, and processes.
GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. 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.
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Job Description
Responsibilities:
Key responsibilities and essential functions include:
- Provide efficient phone and digital tool support for our customers to troubleshoot and resolve issues for GEHC IT products. GEHC IT products may include; Viewpoint, EchoPAC, Cardioday, MUSE, AW Sever, and new product introductions.
- Keep the customer at the forefront of decision making and efforts. Providing exceptional customer service and support.
- Utilize GEHC escalation processes and work closely with local and national support for timely issue resolution.
- Support Online Engineers with connectivity tool utilization across GEHC modalities. Modalities include; MRI, CT, Molecular Imagine (MI), X-Ray, Ultrasound, Patient monitoring, Cardiology, Anesthesia.
- Work with the field service team to minimize equipment downtime through effective triage and transfer of complex technical issues.
- Identify opportunities for improvement using lean methodology in service delivery processes and remote tools.
- Stay updated on modality products, service expertise, and tools, including participating in fieldwork for skills maintenance.
Connectivity:
- Ensure all systems have current connectivity and collaborate with customer IT to resolve connection issues.
- Lead connectivity and remote tool improvements for ANZ, and collaborate with teams across AKA.
- Drive connectivity projects across the Services organization, focusing on install connectivity, effective system connectivity, proactive monitoring, accurate game plans, remote fix rates, and remote PM.
- Collaborate with the OLE team to ensure equipment is connected for remote support.
- Act as a lead contact for service, sales, project management teams and customers for new system connections.
- Support the team's enhancement of IT and connectivity knowledge.
- Promote the introduction of new connectivity tools and processes in the region.
Quality and Compliance:
- Partner with various teams to drive traction on topics including connectivity at install and site readiness checklists, FMI process execution, real-time debriefing of work orders and cases, and debrief quality.
- Comply with the GEHC Quality Manual, Quality Management System, and applicable laws and regulations.
- Complete all planned Quality and Compliance training within defined deadlines.
- Identify and report any quality or compliance concerns and take immediate corrective action if required.
- Ensure 100% compliance with EHS goals and metrics.
Healthcare Sector Australia - Vaccine for Preventable Diseases
- Australian States have mandated or are intending to mandate that contractors who enter healthcare sites must be able to provide evidence of vaccination for vaccine preventable diseases (VPDs) prior to working at their premises.
- GE Healthcare does have an EHS Medical Services Program. We have an immunisation and vaccination program covering any GE Healthcare employee who is required to enter a site and conduct work where there is the likelihood of potential exposure or acquisition through respiratory means to VPDs.
- To ensure your risk is minimised, you may be required to provide evidence of immunity/vaccination prior to commencing with GE Healthcare in such locations where it has been mandated. Equally you may be required to provide evidence of vaccination post-employment, in the event that further sites mandate this requirement.
Qualifications/Requirements:
- Bachelor's degree or equivalent in engineering or IT diploma.
- Minimum 4 years of in-depth Medical IT knowledge, including VMware, Hypervisor, network troubleshooting, DICOM, HL7, SQL, DNS, and VPN.
- Experience troubleshooting GE Healthcare equipment.
- Demonstrated excellence in customer management skills.
- Ability to learn new technologies quickly and commitment to continuous learning.
- Excellent problem-solving and decision-making skills.
- Willingness to travel for training, installations, or field services.
- Ability to stay calm in high-pressure situations and coach people through problem-solving.
- Exceptional teamwork, verbal, and written communication skills.
Desired Characteristics:
- Demonstrated experience as an Online Engineer in the Healthcare Industry.
- Experience in implementing efficiency projects and automating manual processes.
- CISCO certification (CCNA) preferred.
- Lean/Six Sigma experience within an operational context.
- Strong willingness to learn required software platforms (FFA, insite, viewpoint and others).
- Understanding of the Field Service Business and Service Delivery processes.
- Ability to solve complex problems using a diverse range of tools and resources.
- Knowledge of GEHC modalities and their applications.
GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, colour, 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.
- Flexible working options and flexible hours
- Competitive salary
- 5 weeks leave (ask about "take 5")
- Generous leave & family policies
- Long term career opportunities (locally and globally)
- Generous discounts for goods & services via our employee benefits program (think travel, entertainment & shopping!) *This was recently rated as one of our employees favourite benefits!
Women and indigenous candidates are strongly encouraged to apply. Please note that to be considered for this position you must have unrestricted working rights for Australia and be prepared to undergo a background check which includes a police check. All GE HealthCare employees are required to be fully vaccinated for Covid-19.
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