Radiology Information System (RIS) Specialist

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 region of DACH (Germany, Austria & Switzerland) through a team of technical specialists for GEHC Radiology Information System (RIS). You will work mostly remotely but on-site visits will be required from times to time to interfacing with the customer end users and customer IT to perform installation or upgrade or patching or troubleshooting of the RIS solution, manage customer expectations, and ensure clear communication between the customer and GEHC., * Execute activities related to the RIS solutions (installation, upgrade, patching, engineering Verification & Validation testing, etc) in close collaboration with the Professional Services team (e.g. Project Manager, etc) and help resolve incidents related to these activities

• Owner of customer communication and to ensure increased customer satisfaction by ensure that issues are dealt with according to SLA
• Attend customer on-site visits when needed to fix issues that cannot be done remotely.
• Collaboratively utilize escalation paths to ensure timely issue 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 with and assist experienced resources to provide efficient service
• Ensure timely debriefing and 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 project team or ServiceDesk.
• To continually measure, monitor and work to drive down incident levels by identify issues before they occur and resolving them as planned work
• Provision of incident analysis information and working in partnership with Regional Service Manager.

Do you have experience in Communication skills?, * Willingness to travel: Approximately 20% 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 actions plans to execute resolution
• Valid Class B driving license

Desirable Characteristics

• Good Understanding of Radiology 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.
• Consistency demonstrates tact and diplomacy, when facing difficult, stressful or sensitive interpersonal situation 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 motivates himself/herself and team members for results, facilitating and manages group interactions & team working, demonstrating a high level of interpersonal skills
• Consistently demonstrate high standards of communication skills
• Business acumen, good coaching and training skills, team work capabilities, organizational and planning skills and some financial understanding.

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