Collaborate with product and component engineering teams to build service processes and documentation for seamless installs and servicing in the field.
Own product and subsystem requirements related to serviceability and proactive monitoring/diagnosis.
Define service process (install, upgrades…) and be responsible for service process validation.
Define and validate procedures for field modifications, updates, and upgrades.
Drive continuous improvement of the service processes to reduce cost, time and improve customer satisfaction.
Work independently and to drive product service deliverables across diverse multifunctional and multi-regional development teams.
Actively participate in defect reviews to prioritize operations and service improvement opportunities.
Prepare service training strategies for product service delivery teams, including ERT (Early Readiness Training) in collaboration with engineering teams.
Possesses a level of functional expertise necessary to influence and execute technical and project delivery execution.
Complete all planned Quality & Compliance training within the defined deadlines.
Be 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.
Identify and report any quality or compliance concerns and take immediate corrective action as required.
Required Qualifications
Bachelor's degree, or equivalent, in Engineering, STEM, or software development related field.
Demonstrated knowledge of and/or certifications in cloud technologies, specifically AWS.
Relevant work experience in a lead service support role.
Experience with and/or knowledge of data center and network technologies.
Experience designing and documenting install and service workflows.
Experience working with remote global team across multiple time zones.
Demonstrated problem-solving techniques.
Demonstrated technical domain knowledge by being current on engineering design principles, architectures and advancements in clinical and engineering concepts and technologies.
Demonstrated ability to make recommendations to technical and program leadership to improve the product, process or technologies.
Excellent communication skills, both written and verbal, including the ability to communicate effectively with both business and technical audiences.
Experience working within a QMS (Quality Management System) product development framework.
Business Acumen:
Understand key cross-functional concepts that impact the organization; is aware of business priorities and organizational dynamics.
Ability to balance the long-term (big picture) and short-term implications of all decisions.
Demonstrated commitment to quality and delivering complete solutions that solve business problems or deliver our strategy.
Quality and cost driven.
Desired Characteristics
Experience working in a Service or Systems Engineering team.
AWS Cloud Practitioner or similar foundational cloud technologies certification, or ability to obtain certification within 6 months of employment.
Familiar ITIL 4 framework for IT service management
General project leadership skills. Project management experience and/or certification.
Design for Reliability (DFR) or Design for Service (DFS) experience.
Familiar with basics of HL7 and DICOM
Familiar with concepts of product privacy and security requirements in a healthcare environment
Strong analytical, trouble-shooting skills
Customer orientation: self-motivated, self-starter with the ability to work independently and learn quickly.
Strong interpersonal skills, ability to listen to customer, build relationships, and work under pressure.
Hands-on approach with regards to installations, upgrades and repairs
