Customer Service and Dealer Operations Engineer

GE Healthcare Private Limited; Cyber City; On-site; INR 600,000 - 900,000; Full time

Job summary

GE Healthcare Private Limited in Haryana is seeking a Customer Service & Dealer Operations Engineer to lead a team of field engineers and technicians, manage complex service areas, and drive customer loyalty.

You will own service delivery processes, coordinate with channel partners, and ensure compliance with quality and safety standards while expanding the service contract base.

Qualifications

• Bachelor’s degree and 4+ years in technical support or field service.
• Proven experience in managing customer relationships.
• Ability to develop and execute multiple priorities and approaches to meet objectives.
• Exceptional interpersonal skills.
• Familiarity with GEHC quality policies and compliance.

Responsibilities

• Drive business results and manages customer relationships within area of responsibility.
• Own operational processes (PM completion, TTR, Response time, Open Calls).
• Leads and cultivates a culture of GE Beliefs and integrity; interface between customer and GEHC teams.
• Proactively identify customer needs and develop customer-specific solutions.
• Lead service delivery that surpasses customer expectations while ensuring safety and compliance.

Skills

Interpersonal skills

Customer relationship management

Prioritization

Leadership

Field service experience

Education

Bachelor's degree

Job description

Customer Service & Dealer Operations Engineer Job Description Summary

A Customer Service Engineer will be managing a complex customer service area through leadership and development of team (Channel Partner field engineers, biomedical technicians etc.). Creates an environment to achieve ultimate customer loyalty. Provides leadership in setting and achieving assigned goals in installation, maintenance, and repair of GEHC products, and the growth of the service contract base. 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.

Roles & Responsibilities

• Drive business results and manages customer relationships within area of responsibility. Own operational processes (PM completion, TTR, Response time, Open Calls etc.). Leads and cultivates a culture of GE Beliefs and integrity. Develop strong customer relationships and serve as the interface between customer and all GE Healthcare organizations creating "one GEHC" for the customer. Proactively identify customer needs and develop and implement customer specific solutions. Lead service delivery that continuously surpasses customer expectations. Leverage internal relationships to enhance business performance and customer experiences. Promote a safe working environment and ensure compliance with applicable EHS policies and procedures. Drive change initiatives as required to improve efficiencies and execute on business commitments.

Basic Qualifications

• Bachelor's degree from an accredited university and a minimum of 4 years of experience in technical support or field service
• Proven experience in managing customer relationships
• Ability to develop and execute multiple priorities and approaches to meet objectives.
• Exceptional interpersonal skills.
• 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.
• Complete all planned Quality and Compliance training within the defined deadlines.
• Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.
• Identify and report any personal quality or compliance concerns immediately to the Quality Organization.
• Ensure completion of all Field Modifications instructions (FMI's) within prescribed timeframe.
• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions

Desired Characteristics

• Previous field service experience on medical devices like Ventilators, Anesthesia machines, Patient Monitors, Maternal and Infant Care Products, ECG, Ultrasound, CT Machines etc.
• Proven leadership and ability to orchestrate resources and motivate teams.
• Direct customer relationship experience, proven ability to influence and drive change through exceptional written and verbal communication skills and able to effectively communicate across a distributed workforce.
• Understanding of customer/marketplace and drivers that influence customer behavior.
• Ability to resolve complex issues within functional area and area of expertise.
• Ability to develop and execute multiple priorities and approaches to meet objective

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.

Additional Information

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. Relocation Assistance Provided: Yes Experience Level Mid Level