All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Impacts approaches, projects and programs in the functional area or affected business organization and ways of working. Impacts quality, efficiency and effectiveness of own team. Has significant input into priorities. Guided by professional practices and policies that are shaped by the role. The role has moderate autonomy, requiring high levels of operational judgment.
GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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. tex
Roles and Responsibilities
- Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area.
- Responsible for knowledge of assigned region, coverage area, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer.
- Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area. Typically a 1st line manager of professionals or a 2nd line manager of a professional department. Developing specialized knowledge in their discipline. Serves as best practice/quality resource. Has awareness of latest technical developments in own area. Contributes towards strategy and policy development and ensure delivery within area of responsibility.
- Has in-depth knowledge of best practices and how own area integrated with others; has working knowledge of competition and the factors that differentiate them in the market.
- Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management, manufacturing, technology or engineering. Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions.
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- Acts as a resource for colleagues with less experience. May lead small projects with moderate risks and resource requirements. Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field.
- Coordination with Vendors: Ensure high levels of service through effective vendor management, including regular communication, performance monitoring, and issue resolution.
- Competency Management: Demonstrate a strong sense of competency required to effectively manage service operations. This includes mapping team competencies and creating individual learning plans to foster continuous improvement and professional growth.
- Effective Service Matrix: Develop and implement an effective service matrix to monitor and improve service delivery, ensuring alignment with organizational goals and customer expectations.
Required Qualifications
- This role requires significant 7+ years of experience in the Services & Customer Service Management.
- Knowledge level is comparable to a Master's degree from an accredited university or college or a Bachelor's degree with relevant experience.
- Proven experience in team leadership and people management
Desired Characteristics
- Strong oral and written communication skills.
- Strong interpersonal and leadership skills.
- Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs / projects.
- Ability to document, plan, market, and execute programs. Established project management skills.
Inclusion and Diversity
GE HealthCare is an Equal Opportunity Employer where inclusion matters. 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.
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.
Disclaimer: GE HealthCare will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide employment with GE HealthCare.
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