Technical Support Engineer II - HL

Job Description Summary

The Technical Support Engineer I (TSE I) delivers exceptional customer satisfaction through Service Excellence by providing remote and on-site technical support to Field Engineers (FEs), Client Service Technicians (CSTs), and customers. This position serves as the primary HL7 technical resource for service-related escalations within Patient Care Solutions (PCS) products, including CARESCAPE Gateway.

You will handle multiple service requests, provide after-hours support, and collaborate cross-functionally to drive timely issue resolution. The ideal candidate holds a Cloverleaf Level 1 certification and is proficient in Windows and Linux operating systems.

GE Health Care 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.

• Provide remote and on-site technical support for PCS products.
• Assist FEs, CSTs, and customers in troubleshooting and resolving system issues.
• Follow GE Health Care’s escalation processes and collaborate with engineering teams to implement timely corrective actions.
• Use the Gameplan tool to improve service effectiveness and productivity.
• Act as a field advisor during new product introductions and process improvement initiatives.
• Collaborate with Modality/Service Engineering and Product Teams to drive product quality, improve serviceability, and resolve formal customer escalations.
• Train and mentor FEs and TSEs to ensure technical and customer support skills are current and aligned with business needs.
• Support customers across time zones, including occasional after-hours assistance.
• 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.
• Maintain and expand modality knowledge, complete all technical training and retain proficiency on related PCS tools.
• Work a standard schedule of Monday–Friday, 8:00 AM–6:00 PM EST
  , participation in an on-call rotation
  .

Required Qualifications

• Bachelor’s degree in Computer Engineering, Electrical Engineering, IT, or a related field.
• Minimum of 3 years of HL7 experience.
• Cloverleaf Level 1 certification required.
• Experience with Cerner, Epic, or Meditech integrations and ADT interfaces.
• Proficiency in Windows and Linux operating systems.
• Legal authorization to work in the U.S. is required. GE Health Care does not sponsor individuals for employment visas for this role.

Preferred Qualifications

• Cloverleaf Level 2 or 3 certification.
• Experience with SQL databases and VM integration.
• Familiarity with GE Health Care Patient Care Solutions (PCS) products.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

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.

Compensation Grade: OTHSAL

GE Health Care offers a great work environment, professional development, challenging careers, and competitive compensation. GE Health Care is an Equal Opportunities Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE Health Care will only employ those who are legally authorized to work in the United States for this opening.

While GE Health Care does not currently require U.S. employees to be vaccinated against COVID-19, some GE Health Care customers have vaccination mandates that may…