Service Director

GE HealthCare; California; On-site; USD 124,000 - 186,000; Full time

Job summary

GE HealthCare is seeking an Area Service Leader in the United States to implement the service strategy for a site or region. You will lead a mix of Biomedical Technicians, Field Engineers, and Program Coordinators to achieve operational and commercial objectives and to ensure customer satisfaction.

You will manage customer relationships, plan resources, drive profitability, and ensure service delivery aligns with contracts and SLAs, while developing strong internal and external partnerships.

Qualifications

• Bachelor’s degree from an accredited university or college (or a high school diploma / GED with at least 4 years related of experience.)
• 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.
• Proven experience leading a team, managing customer relationships
• Ability to understand customer issues and drive resolution whether technical or business related.

Responsibilities

• Own and manage current customer relationships across a designated sites or territory, ensuring customer success and satisfaction.
• Drive profitability (VCP, Metrics, T&L, Real-Time closure), delivery and growth of assigned customers.
• Support commercial-service targets additional revenue opportunities within the assigned customer base with support from regional leaders.
• Knows-understands contractual deliverables, execute, and ensure smooth service delivery in line with contractual commitments providing interface between customers.
• Ensure service delivery meets SLA (Service Level Agreement) targets in line with contractual resolution times.
• Support strategies with GEHC teams, gain buy in and design and implement customer success plans to drive and help customers realize value from our products to ensure IB retention and viability.
• Maintain current knowledge of customer environments and industry/tech trends have and to share point of view to influence customer success.
• First point of contact for rejected calls (CARES or OLC)
• Manages On-call process

Skills

Communication

Leadership

Problem solving

Customer relationships

Project management

Team management

Education

Bachelor’s degree

Job description

Job Description Summary

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. Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results.

The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

Job Description

Role Summary/Purpose

The Area Service Leader role is responsible to implement the service strategy for the specific site/or specific local geographic area. This role will drive the achievement of all operational and commercial business objectives through leading and coaching a mix of technical teams that may consist of Biomedical Technicians, Field Engineers, and/or Program Coordinators. This role will partner with the Market Service Director in the market as well as the local commercial account community and other peer management staff for the area in executing on business growth and driving customer satisfaction with our customers. This role will serve as a point of contact for local critical customer issues in matters related to service and customer support for the sites or area of business, they are responsible for. This role is key in developing strong relationships both internally and externally to improve outcomes for customers as well as market and order visibility, market share, and profitability.

Key Roles And Experiences

• Own and manage current customer relationships across a designated sites or territory, ensuring customer success and satisfaction.
• Driven by an inclusive & diverse culture of focus, ownership & trust, win together and have fun
• With a lean and safety-first mindset
• Always with unyielding integrity & compliance
• Total ownership of install base in the area and contract renewals, partnering with DOS/HSAM to ensure retention of a designated customer list.
• Ownership of execution on recalls and PM's.
• Accountable for QPR with Account Community, including, but not limited to (site leads, HSAM’s, MSD’s and the commercial team)
• Resource (day to day) Planning (vacation, installation, escalated service calls) and CSO Owner ship
• Ensure understanding of customers organizational and service delivery strategies and desired outcomes for their business. Additionally, understands complex customer infrastructure, applications, and service solutions and issues to ensure customer success.
• Accountable for driving profitability (VCP, Metrics, T&L, Real-Time closure), delivery and growth of assigned customers. Supports, participates, and drive local VCP initiatives.
• Support commercial-service targets additional revenue opportunities within the assigned customer base with support from regional leaders.
• Knows-understands contractual deliverables, execute, and ensure smooth service delivery in line with contractual commitments providing interface between customers. Ensure service delivery meets SLA (Service Level Agreement) targets in line with contractual resolution times.
• Support strategies with GEHC teams, gain buy in and design and implement customer success plans to drive and help customers realize value from our products to ensure IB retention and viability.
• Maintain current knowledge of customer environments and industry/tech trends have and to share point of view to influence customer success.
• First point of contact for rejected calls (CARES or OLC)
• Manages On-call process

Qualifications/Technical Requirements

• Bachelor’s degree from an accredited university or college (or a high school diploma / GED with at least 4 years related of experience.)
• 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.
• Proven experience leading a team, managing customer relationships
• Ability to understand customer issues and drive resolution whether technical or business related.

Preferred

• Prior experience managing a Field Service team in equipment maintenance.
• GE Healthcare Service or Operational experience
• Prior field sales or field service experience.
• An inclusive leader that builds a connection through personal involvement and trust.
• Proven ability to influence and drive change.

We will not sponsor individuals for employment visas, now or in the future, for this job opening. For U.S. based positions only, the pay range for this position is $124,240.00-$186,360.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer. 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.

GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

Relocation Assistance Provided: No