Field Engineer for Healthcare IT (Northern Germany - Region DACH)

Stellenbeschreibung:

Job Description Summary

The objective of this role is to provide first‑class service and support to our GE Healthcare Solution for Enterprise Imaging (SEI) customers in the Northern (or Southern) region of DACH (Germany, Austria & Switzerland) through a team of technical specialists for Radiology RIS, PACS and Cardiology IT solutions. You will act as a regular (not daily) on‑site Field Engineer interfacing with the customers, respond to reported incident issues, attend regular service support visits, support a remote team of installation & upgrade on site, perform software O/S patching or safety updates when needed, manage customer expectations, and ensure clear communication between the customer and GEHC.

This role is home‑based and based in the area of Frankfurt/Rhine Main covering the Northern part of Germany.

GE HealthCare is a global leader in medical technology and digital solutions. Our mission is to improve lives in the moments that matter. Unlock your potential, turn ideas into world‑changing realities, and join an organization where every voice matters and every contribution helps build a healthier world.

Main responsibilities

Attend on‑site visits regularly to attend to contractual service support obligations (e.g., patch day, service reviews, etc.)
Evaluation of incidents within a fast‑moving environment to determine priority and urgency and resolution of technical incidents, employing workflow and IT product knowledge
Owner of customer communication and ensuring increased customer satisfaction by ensuring that issues are dealt with according to SLA
Manage diverse range of customer incidents liaising with local and central teams to ensure customer satisfaction and maintenance of SLA
Collaboratively utilize escalation paths to ensure timely incident resolution
Define and communicate root cause analysis both internally and externally
Determine repeated incidents and translate these into problem records
Develop product expertise to become regional Subject Matter Expert (SME)
Contribute to knowledge sharing initiatives
Mentor and assist experienced resources to provide efficient service
Lead preventative maintenance and ensure service records are updated accordingly
Ensure that administrative tasks such as project documentation and debriefs are complete to the appropriate level of expertise
Provide technical expertise and assist with leading‑edge product knowledge and close working relationships with ServiceDesk (Level 1 & Level 2), Remote Operations Centres (Level 3) and Engineering level 4 support; ensuring prioritization of issues going to these escalation support levels.
To ensure the level of incidents is continually driven incoming and ongoing incidents and identify problem as per ITIL best practices
Ownership for resolution within SLA of customer issues, enquiries and Service Requests escalated to you by the incident; the right proactive monitoring tools are in place for each customer
To continually measure, monitor and work to drive down incident levels by identifying issues before they occur and resolving them as planned work
To ensure that the service desk actively participates in improving the usability and reliability of GE products
Provision of incident analysis information and working in partnership with Regional Service Manager

Qualification / Requirements

Willingness to travel: Approximately 50% of your role will be spent on‑site with assigned customers
Degree in an IT related field or equivalent
This position requires very strong German and English language skills in both written and verbal communication
Technical experience with systems networking, Operating Systems, Databases, and user support
Strong influencing and relationship management skills
A results‑oriented individual who thrives working in a fast‑paced environment
Excellent analytical and communication skills including ability to provide clear and concise status to senior management
Inspire confidence and communicate with customers from different levels in a professional manner
Self‑motivated and able to work autonomously
Ability to work effectively under pressure to tight deadline
Aptitude to define action plans to execute resolution
Valid Class B driving license

Desirable Characteristics

Good understanding of Radiology and/or Cardiology workflows and data flows within healthcare environment
Provides constructive input when requesting support to other expertise levels
Illustrates IT mindset, knowledge of IT infrastructure and products
Constantly exhibits customer focus demonstrating a customer‑first attitude, knowing he/she is representing GEHC
Consistent demonstration of tact and diplomacy, when facing difficult, stressful or sensitive interpersonal situations to maintain good relationships with customers; communicate in a professional, respectful manner
Demonstrate analytical skills, using experience to analyze technical issues and take relevant decisions
Exhibit IT mindset, knowledge of IT infrastructure and products, and technical expertise in healthcare IT or IT products
Consistently demonstrates team management capabilities by motivating himself/herself and team members for results, facilitating and managing group interactions & team work, demonstrating a high level of interpersonal skills
Consistently demonstrate high standards of communication skills
Business acumen, good coaching and training skills, teamwork capabilities, organizational and planning skills and some financial understanding