GE HealthCare Service Operations GM ISA 

India, Karnataka 

871882489

Description:

ISA Service Operations GM will also ensure service operations meet local India regulatory requirements during entire lifecyle of the products including but not limited to AERB, CDSCO, and oversight of service-related teams and operations like South Asia Training Center and local repair/harvest/refurbishment operations.

The role will be responsible for both partners of the JV.

Key responsibilities/essential functions include:

• Define and own the execution of the regional services strategy focusing on revenue and margin growth while improving customer experience.
• Analyze and understand the competition, ensure service operations is aligned to zone commercial strategy.
• Drive wing to wing customer relations and experience.
• Assess resources needed to fulfill business plans. Continuously enhance domain expertise in the field through professional training and certification programs for field and other process functions.
• Develop and execute operational and financial growth initiatives and targets, cost control measures and process improvements.
• Drive field service profitability and resource models to maximize productivity while ensuring that safety is above and beyond all other priorities .
• Build long-term relationship with key customers; provide leadership and direction in crucial customer interfaces.
• Own customer CSO escalations and drive for fast and effective resolution, in conjunction with International Service Operation team and segment teams.
• Provide leadership for simplification of processes and Lean initiatives.
• Assess the effectiveness of service delivery through CSAT, benchmarking, and best practice sharing and address main opportunities.
• Own and drive execution of FMIs, end of product life strategy in coordination with International service operations team and zone leadership team.
• Build a working environment which values horizontal teamwork to the overall benefit of customer experience and growth.

Qualifications:

• BA/BS degree in business, engineering or a related discipline.
• Leadership experience in growing technology-related service businesses and/or service businesses related to capital equipment used by healthcare providers.
• Technical experience is preferred either in product, installation and field.
• Strong understanding of customer, service market needs and trends.
• Demonstrated experience in owning and driving P&L directly.
• Proven Change Leadership experience. Process and organization redesign and deployment and CAP, experience. Lean practitioner.
• Strong GEHC experience in service, familiarity with other GE Healthcare sales teams and structures and proven track record of success and team rigor.
• Outstanding interpersonal skills and ability to communicate at all levels internally and externally, including employees, distributors, customers and senior leaders.
• Demonstrated ability to lead a team that is accountable for operational and financial commitments.
• Ability to influence, effectively to understand and manage diversity (cultural, nationality, religion, gender, other) engage as a horizontal team player and drive change cross-functionally in a highly matrixed environment.
• Ability to operate effectively in a multi-tasking, dynamic environment, while maintaining a forward thinking and customer-first attitude.
• Proven leadership and ability to orchestrate resources and motivate teams. An inclusive leader who builds a connection to the workforce through personal involvement and trust.
• Ability to develop strategic business actions with strong data analyzing skills.
• Demonstrated ability to work through complexity, provide clear direction, manage stakeholders and make tough business decisions as required.
• Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals.
• Experience in Channel Partner management for indirect business.
• 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.
• Willingness and ability to travel.
• Fluency in English language

Quality and EHS Specific Goals:

• Aware of and complies 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.
• Completes all planned Quality & Compliance training within the defined deadlines.
• Identifies and reports any quality or compliance concerns and take immediate corrective action as required.
• Proactively simplifies the work instructions, procedures and processes to drive continuous improvement of the Quality Management System.
• Insure completion of all field modifications instructions (FMI’s) within prescribed timeframe.
• Aware of and complies with EHS Policies and applicable laws and regulations as they apply to this job type/position. Completes all planned EHS training within the defined deadlines.