דרושים Service Operations Specialist Sos ב-Ge Healthcare ב-Australia, Melbourne

• Install equipment in a high quality, professional manner with strong attention to detail in accordance with the company standards, compliance standards and customer requirements.

• Perform preventative maintenance in accordance with company standards, compliance standards and customer requirements.

• Make corrective repair calls in a timely manner, aligned with customer contract requirements and repair the equipment in accordance with company standards and directives and customer requirements.

• Ensure timely completion of Field Modification Instructions (FMI’s).

• Advise management when response time objectives cannot be met i.e. If there are two site visits in relation to the same problem, inform Senior Field Engineer (SFE).

• The Field Service Engineer retains ownership of the problem until it is resolved.

• The Field Service Engineer must keep the customer, SFE, and service delivery manager (SDM) informed on progress.

• Keep management and commercial account managers fully aware of all developments in the installed base.

• Manage time appropriately based on job urgency, part availability, and customer expectations.

• Continuous learning mindset with the goal of proficiency in multiple modalities.

About You

You want to know the why, and do this without judgement and keeping an open mind. We will expect you to embody our Leadership Behaviours: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity.You will be mentored and supported as you navigate your new role in GE Healthcare, however it is critical that you are a “self-starter” and can take initiative. Sometimes you just have to figure things out and not be afraid to ask questions until you get to the right person or answer! Building trust early will be essential and you will do this with your self-discipline around following up, executing on tasks, and doing what you say you will do.

• Electronic/ Electrical Engineering, Electronics Technician or equivalent electrical trade

• Experience working on Ultrasound and LCS Medical Equipment is preferred

• The role will have a strong focus on medical IT systems. Skills in TCP/IP, WIFI and medical networks is preferred.

• Excellent verbal and written communication skills in local language as well as good command of English

• Ability to synthesize complex issues and communicate in simple messages

• Solid problem-solving skills (ability to manage and resolve conflict, communicate issues, and propose solutions to both internal team members and external customers)

• Excellent organizational and time management skills

• The ability to travel across the Pacific Islands and NZ if required

• Compliance with vaccination mandates is mandatory

• A valid drivers license is a must

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.

• Flexible working options and flexible hours

• Competitive salary

• 5 weeks leave (ask about "take 5")

• Generous leave & family policies

• Long term career opportunities (locally and globally)

• Generous discounts for goods & services via our employee benefits program (think travel, entertainment & shopping!) *This was recently rated as one of our employees favourite benefits!

Essential Responsibilities

1. Accredited Sonographer with required active professional clinical/technical certifications/registries necessary to scan live patients in a clinical setting
2. Demonstrated current basic clinical scanning proficiencies on current products/platforms
3. At least one of the following core experiences: Minimum of 3 years clinical/ technical experience following certification with demonstrated clinical/technical skill in specific areas or at
least 2 years commercial applications/modality experience with demonstrated successes in high level customer interactions and sales scenarios
4. Proficiency in computer skills in Microsoft Office Suite products
5. Willingness to travel extensively within your specified geographic region as well as to nationwide sales meetings and tradeshows
6. To the extent you are applying for a position that requires you to operate a GE owned/leased, privately owned/leased or rental vehicle for company business, you must be willing to submit to a check of your driving record
7. 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.
8. Complete all planned Quality & Compliance training within the defined deadlines.

Desired Characteristics

1. Bachelor's degree in Ultrasound
2. Strong leadership skills (respected by peers and leadership for contributions to the business)
3. Strong presentation skills (public speaking)
4. Demonstrated ability to understand and present complex material in understandable terms
5. Demonstrated interpersonal & communication skills (ability to effectively communicate, verbally and in writing, to external customers, global counterparts and to team members in other functional organizations)
6. Solid problem solving skills (ability to manage and resolve conflict, communicate issues and propose solutions to both internal team members and external customers)
7. Proven professional business acumen (experience interfacing with both internal team members and external customers as a part of a solution-based sales process)
8. Self-motivated, willingness to take the initiative to identify opportunities for improvement and take actions to improve
9. Team oriented with a customer satisfaction mindset
10. Ability to multi-task effectively and manage multiple priorities at one time
11. Willingness to be flexible/adapt to changing work environments
12. Clinical experience in large hospital/university setting preferred

Leadership

• Collaborate with peers in the Service Organisation, Functional and Sales teams to drive and execute on key business priorities and drive a customer first approach to resolving issues.

• Assist SDM to maintain business operations, produce reports tracking team performance against key performance indicators, relevant metrics and Team Priorities

• In conjunction with the Field service coordinator monitor utilization and optimization of resources

• Be involved in team’s development and liaise with SDM for timely execution of Operational development

• In conjunction with the Field service coordinator ensures timely execution and completion of field modification instructions (FMIs) and PM inspections and compliant documentation

• Championing and leading productivity initiatives through the involvement in operational projects

• Promotes and creates a positive safety culture amongst the team

• Help the SDM to develop/manage leave calendar and planning including On-Call rostering and coverage and overtime Approval

• Lead or participate in local (ANZ) initiatives and projects as needed or required to help drive consistency and reliability for our customers and front-line teams.

• Coach and mentor SFEs and FEs on process improvement, soft skills, iCommunicate and other related methodologies.

• Create regular opportunities to involve the team to share best practices on opportunity management and how to maximize total GEHC portfolio. Listen and lead program, and other sales positive initiatives.

Customer Support

• Support the SDM to develop key customer relationships ensuring customer satisfaction

• Drive processes for timely escalations – Customer Satisfaction Opportunities (CSO)

• Manage customer expectations and escalations in timely manner. Attend customer meetings to assist SDM in preparing reports

• Support the SDM with internal Communication – escalations, hard down systems, etc.

• Liaise with PMO to ensure seamless and on time on budget installations

Operations Rigour

• Drive adherence to field processes such as parts ordering and return, Dead On Arrival, Service Request (SR) rigour, primary FE/site alignment, On Call and Overtime management

• Lead initiatives to improve overall speed and quality of response to customers.

• Work with Project Management Officer (PMO) on installations and ensure timely delivery of system to customers.

• Continue to influence the increase in remote connectivity and field remote fix rate. Liaise /consult with the On-Line Engineering team to ensure equipment connected to allow remote support.

• Work with Senior Field Engineers and the Support Operation Centre & PM Planning teams to ensure resources are allocated efficiently

• Maintain clean install-base data and liaise with Service commercial team to maintain sanitized contract data.

• Ensure all test equipment and tools are managed correctly and where issues arise, identify and implement fixes. Escalate to Service Delivery Manager as appropriate.

Talent development, training and workforce planning

• Regularly provide updates, including regular communication to the business via various written, recorded, live presentations / updates to ensure visibility of the function across region.

• Create regular opportunities to involve the team to share best practices on opportunity management and how to maximize total GEHC portfolio.

• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible

Compliance

• Create and drive a culture of safety and compliance within the team.

• Implement programs like safety inspection, Take 2, defensive driving etc. to drive safety awareness to meet and exceed our employer obligations for our staff.

• Prepare and communicate reports as required that share the performance of the team against the prevailing metrics being focused on e.g. FCR (First Call Resolution), TTR/OTF (Time to repair), FRFT (fix right first time) and other metrics

• Implement safety metrics to ensure processes are always adhered to.

• Partner with Quality Assurance, Regulatory Affairs, Product, PMO and Service team to drive traction on the topics including but not limited to:

  • Install and Site Readiness checklists.

  • Radiation and Electrical licensing.

  • Electrical Safety compliance.

  • FMI process execution.

  • SR Quality.

  • Tools and Test Equip calibration and compliance.

• 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 quality or compliance concerns and take immediate corrective action as required.

• Knowledge and understanding of all Global Privacy and Anti-Competition Policies (including but not limited to GE Healthcare HIPPA Guidelines, NEMA Regulations, etc.) and operates within them to ensure that no company policy or US / Int’l Law is broken.

• Knowledge and understanding of all Environmental Health Policies (including but not limited to GE Healthcare EHS Policies, GE Healthcare Fleet Rules, etc.) and operate within them to ensure that no company policy or US / Int’l Law is broken.

• Ownership of order and configuration quality at the point of entry to ensure accuracy, configuration integrity and that all requirements are tied to documented customer inputs.

• Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System.

• Responsible for 100% compliance on teams EHS goals and metrics

Healthcare Sector Australia - Vaccine for Preventable Diseases

• Australian States have mandated or are intending to mandate that contractors who enter healthcare sites must be able to provide evidence of vaccination for vaccine preventable diseases (VPDs) prior to working at their premises.

• GE Healthcare does have an EHS Medical Services Program. We have an immunisation and vaccination program covering any GE Healthcare employee who is required to enter a site and conduct work where there is the likelihood of potential exposure or acquisition through respiratory means to VPDs.

• To ensure your risk is minimised, you may be required to provide evidence of immunity/vaccination prior to commencing with GE Healthcare in such locations where it has been mandated. Equally you may be required to provide evidence of vaccination post-employment, in the event that further sites mandate this requirement.

• Bachelor’s degree or equivalent (advanced trade with 10yrs + experience)

• Technical leadership, operational or management experience in an engineering/ IT or technical discipline

• Experienced in Field Service

• Strong communication skills to synthesize complex issues and communicate into simple messages.

• Excellent problem solving and decision-making thinking skills, demonstrated with practical examples.

• Strong working knowledge of excel, Salesforce and Spotfire – or a willingness to proactively learn.

• Strong ability to influence and lead without authority in a matrix organization.

• Willingness and ability to travel within your specified geographic region.

• Strong understanding of value drivers, strategic alignment and financial acumen.

• Demonstrated ability to energize, develop, and build rapport at all levels within an organization.

• Exceptional skills as a change agent and process oriented individual.

• Team oriented with a customer satisfaction mindset

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.

• Flexible working options and flexible hours

• Competitive salary

• 5 weeks leave (ask about "take 5")

• Generous leave & family policies

• Long term career opportunities (locally and globally)

• Generous discounts for goods & services via our employee benefits program (think travel, entertainment & shopping!) *This was recently rated as one of our employees favourite benefits!

• Install equipment in a high quality, professional manner with strong attention to detail in accordance with the company standards, compliance standards and customer requirements.

• Perform preventative maintenance in accordance with company standards, compliance standards and customer requirements.

• Make corrective repair calls in a timely manner, aligned with customer contract requirements and repair the equipment in accordance with company standards and directives and customer requirements.

• Ensure timely completion of Field Modification Instructions (FMI’s).

• Advise management when response time objectives cannot be met i.e. If there are two site visits in relation to the same problem, inform Senior Field Engineer (SFE).

• The Field Service Engineer retains ownership of the problem until it is resolved.

• The Field Service Engineer must keep the customer, SFE, and service delivery manager (SDM) informed on progress.

• Keep management and commercial account managers fully aware of all developments in the installed base.

• Manage time appropriately based on job urgency, part availability, and customer expectations.

• Continuous learning mindset with the goal of proficiency in multiple modalities.

About You

You want to know the why, and do this without judgement and keeping an open mind. We will expect you to embody our Leadership Behaviours: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity.You will be mentored and supported as you navigate your new role in GE Healthcare, however it is critical that you are a “self-starter” and can take initiative. Sometimes you just have to figure things out and not be afraid to ask questions until you get to the right person or answer! Building trust early will be essential and you will do this with your self-discipline around following up, executing on tasks, and doing what you say you will do.

• Electronic/ Electrical Engineering, Electronics Technician or equivalent electrical trade

• Experience working on Ultrasound and LCS Medical Equipment is preferred

• The role will have a strong focus on medical IT systems. Skills in TCP/IP, WIFI and medical networks is preferred.

• Excellent verbal and written communication skills in local language as well as good command of English

• Ability to synthesize complex issues and communicate in simple messages

• Solid problem-solving skills (ability to manage and resolve conflict, communicate issues, and propose solutions to both internal team members and external customers)

• Excellent organizational and time management skills

• The ability to travel across the Pacific Islands and NZ if required

• Compliance with vaccination mandates is mandatory

• A valid drivers license is a must

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.

• Flexible working options and flexible hours

• Competitive salary

• 5 weeks leave (ask about "take 5")

• Generous leave & family policies

• Long term career opportunities (locally and globally)

• Generous discounts for goods & services via our employee benefits program (think travel, entertainment & shopping!) *This was recently rated as one of our employees favourite benefits!

Responsibilities may include providing the required pre-sale product demonstrations, clinical trial support, managing the post-sale process, training and customer service activities to support the customer experience.

Essential Responsibilities

• Develop, coordinate and deliver product training to customers on software, application and/or equipment use, monitor customer installations within assigned territory/region to improve customer satisfaction and maintain customer relationships.
• Improve customer satisfaction and socket retention through continuing support.
• Support trade shows and professional conferences by performing product demonstration and promotion as well as customer training
• Use market and product knowledge to assist sales team in developing sales, marketing and customer service strategies

About You

Your communication skills will be pivotal to your success. You understand how to influence others both verbally and in writing, and you are flawless at knowing how to communicate at all levels of an organisation.

You will be mentored and supported as you navigate your new role in GE Healthcare, however it is critical that you are a “self-starter” and can take initiative.

Building trust early will be essential and you will do this with your self-discipline around following up, executing on tasks, and doing what you say you will do.

Qualifications and Experience

• Associate's or Bachelor's degree preferred in Nursing or related field.
• Solid clinical / technical experience with demonstrated basic clinical proficiencies in Intensive Care, Anaesthesia and/or Cardiology.
• Ability to synthesize complex issues and communicate in simple messages
• Solid presentation skills
• Excellent organizational and time management skills
• Willingness to travel extensively
• A valid driver’s license is a must.
• Proven professional business acumen (experience interfacing with both internal team members and external customers as a part of a solution-based sales process)
• Team oriented with a customer satisfaction mindset
• Willingness to be flexible/adapt to changing work environments