GE HealthCare Area Service Leader - DC-North 

United States, Washington 

46071163

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

• Driven by an inclusive & diverse culture of focus, ownership & trust.
• Lead with a lean and safety-first mindset, with unyielding integrity & compliance.
• Total ownership of install base in the area, partnering with Market Service Director/Health Service Account Manager to ensure retention of a designated customer group.
• Accountable to lead customer Quarterly Performance Reviews or other service value meetings with support of the Service and the Commercial Team.
• Ongoing resource planning (vacation, TOIL, installation, escalated service calls).
• Participate and occasionally lead escalations and ownership along with technical teams.
• Acquire working understanding of customer’s organizational goals, service delivery strategies and desired outcomes for their business. Additionally, understand complex customer infrastructure, applications and service solutions ensuring successful outcomes for the customer.
• Accountable for service revenue, growth and margin targets (Variable Cost Productivity, Field Service Representatives, e360, travel and living expenses), of assigned customers.
• Support, participate and drive Variable Cost Productivity initiatives.
• Responsible for achieving set operational and compliance metrics.
• Support commercial-service targets (accountable for upsell opportunities, expansion, service contract renewals and On Demand Service) with the assigned customer base with support from regional leaders.
• Escalation leader for service, and support related matters as well as being an access point for other related issues.
• Learn and understand contractual deliverables, execute and ensure smooth service delivery in line with contractual commitments.
• Support strategies leveraging applicable GEHC teams, help design and implement viable customer success plans that create value and lead to Install Base retention.
• Manage assigned customers through proactive leadership and service delivery focus to create an environment to achieve ultimate customer satisfaction and loyalty.
• Ensure collaboration and alignment within the local team.
• Maintain current knowledge of customer environments and industry/tech trends have and to share point of view to influence customer success.
• Lead team development through tailored training plans and work experiences. Maintain regular Touchpoints with designated team. Create and environment for team member success and growth.
• Drive adoption of remote tools along with the national and local technical teams to meet national digital metrics
• Accountable for operational metrics (such as on-time and high quality service record closures, field inventory, etc.) of your field region.

BEHAVIOURS

• Lead by example, promoting GEHC business and creating an atmosphere of strong morale and high retention.

• Lead Field Team, ensuring delivery of technical support with integrity, compliance, and professionalism.
• Lead through GEHC Operating Principles: Serve or colleagues patients and customers, lead with a Lean mindset, empower the entrepreneurial spirit, deliver the future of healthcare, and win together and have fun.

QUALIFICATIONS

• Minimum 5 years of customer service experience in a healthcare field.
• Degree or Diploma in a related discipline
• Direct customer relationship experience through service and/or sales initiatives.
• Proven leadership with ability to orchestrate resources and motivate teams
• Ability to develop and execute multiple priorities and approaches to meet objectives.
• Exceptional interpersonal skills
• Proven ability to challenge the status quo and drive changes to improve current processes.
• Proven ability to effectively communicate across a remote workforce
• Ability to travel within DC Region

ADDITIONAL QUALIFICATIONS

• 3 years Field Leadership Experience
• Understanding of Service financials