| Job Number: | 2691255 |
| Business: | GE Healthcare |
| Business Segment: | Healthcare IT |
| About Us: | GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry. |
| Posted Position Title: | Field Services - HCIT |
| Career Level: | Experienced |
| Function: | Services |
| Function Segment: | Product Maintenance and Support |
| Location: | Malaysia |
| U.S. State, China or Canada Provinces: | |
| City: | Kuala Lumpur |
| Postal Code: | 50470 |
| Relocation Assistance: | No |
| Role Summary/Purpose: | This role will be will be responsible as the single point of contact for meeting the daily service support needs of the customer’s solution and driving customer satisfaction through effective and timely communications. Also he/she will be responsible for developing and maintaining strong interpersonal relationships with customer representatives. This position shall be based in Kuala Lumpur, Malaysia. |
| Essential Responsibilities: | 1. Answers calls and responds to emails from customers. 2. Responsible for event monitoring and incident management. Ensure proper and timely logging and updates of service requests and incidents till resolution. 3. Identify and escalate high severity incidents to Regional Support Engineers to achieve prompt resolution. 4. Ensure that the operational status of designated solution is meeting or exceeding the uptime guarantee. 5. Provide advanced, total system-level troubleshooting, maintenance and service support needs on designated solution. 6. Maintaining daily communication with doctors, radiographers and PACS administrators on solution issues to ensure timely follow-up and resolutions leading to customer satisfaction. 7. Keeping up to date on administrative responsibilities such as ensuring customer information is up to date, maintaining customer service logs and internal service records. Quality Specific Goals: 1. Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position. 2. Complete all planned Quality & Compliance training within the defined deadlines. Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization. 3. Identify and report any personal quality or compliance concerns immediately to the Quality Organization. 4. Ensure timely dispatch closure. 5. Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe. 6. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible. 8. Identify opportunities to up sell new features and services and assists in the growth and direction of business in his/her responsible geographic area. 9. Responsible for warranty and PMS contract cost control. 10. Maintain effective quality systems and programs compliant with ISO 9001 standard, according to the GE Service Quality Policy Statement. |
| Qualifications/Requirements: | 1. Requires Bachelors Degree or Associates and 1 year of progressive experience within technical service role or equivalent (defined as High School Diploma/GED and 4 years progressive experience within technical service role: software, hardware, networks, databases, and/or desktops. 2. Excellent communications and interpersonal skills; demonstrated ability to effectively interface with cross-functional teams. 3. Strong Customer skills; deals tactfully and effectively with differences of opinion, influences communications to achieve the desired results achieving high customer satisfaction. 4. Intermediate working knowledge of PC and standard PC software including Microsoft Office and database programs. 5. High degree of self-motivation and ability to work independently. 6. Ability to communicate using English and local language. |
| Additional Eligibility Qualifications: | |
| Desired Characteristics: | 1. Bachelors Degree. Exposure or experience in Microsoft SQL Server and/or Oracle database management.
2. 1 year minimum experience working in a healthcare IT environment. 3. Superior ability to deal effectively with customers, peers and management. 4. Working ITIL/ITSM experience. |
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Field Services - HCIT Job (Kuala Lumpur, Malaysia)
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