GE HealthCare Director Service Surgery Pacific Region 

Remote, Remote 

22670759

The Field Service Director will lead a team of 30 field engineers responsible for the installation, maintenance, and repair of surgical X-ray equipment in the Pacific region (WA, OR, CA, ID, UT, AZ NV, NM, MT, WY, HI). This role requires a strategic leader with exceptional management skills and strong technical or financial skills to ensure high-quality service delivery and customer satisfaction. The Field Service Director will also be responsible for managing a $36M profit and loss (P&L) account. Will require 25-50% travel within the region.

Key Responsibilities:

• Leadership & Management:
  • Lead, mentor, and manage a team of 30+ field engineers.
  • Ensure FE technical skills, customer relation skills, and technical knowledge.
  • Conduct regular performance evaluations and provide constructive feedback.
  • Foster a positive and collaborative team environment.
  • Lead and cultivate a culture of GE value, integrity and profitable growth.
  • Develop and implement change management strategies that maximize employee adoption and minimize resistance.
• Service Operations:
  • Own service operational processes (staffing, Case/PM completion, OT mgmt., P&L, FE utilization, and employee quality compliance, etc.)
  • Promote a safe working environment and ensure compliance with all applicable EHS policies and procedures.
  • Oversee the scheduling and dispatching of field engineers to ensure timely service delivery. Monitor and manage service requests, ensuring they are completed efficiently and effectively.
  • Implement and maintain service standards and protocols to ensure high-quality service.
  • Ensure compliance with industry standards and regulations.
• Customer Relations:
  • Build and maintain strong relationships with clients, addressing their needs and concerns promptly and creating a “one GEHC for the customer” experience.
  • Ensure customer satisfaction by delivering exceptional service and support, exceeding customer expectations.
  • Handle escalated customer issues and provide resolutions in a timely manner.
  • Proactively identify customer needs and develop and implement customer specific solutions.
• Strategic Planning:
  • Develop and implement strategies to improve service efficiency and effectiveness.
  • Analyze service data and metrics to identify areas for improvement.
  • Collaborate with other departments to align service operations with overall company goals.
• Financial Management:
  • Manage a $36M profit and loss (P&L) account.
  • Develop and monitor budgets to ensure financial targets are met.
  • Analyze financial performance and implement cost-saving measures where necessary.
  • Report on financial performance to senior management.

Qualifications:

• Bachelor's degree and minimum of 5 years leadership experience or equivalent
• OR HS diploma/GED and 9 years progressive experience with leadership experience, preferably in the medical equipment industry.
• Experience in financial management and P&L responsibility.
• Proven leadership and team management skills, ability to motivate teams
• Exceptional communication and interpersonal skills.
• Direct customer relationship experience
• Ability to analyze data and make informed decisions.
• Willingness to travel (25-50%, depending on hiring location)

Desired:

• Strong business acumen
• Proven ability to influence and drive change through exceptional written and verbal communication skills
• Demonstrated tendency to challenge the status quo, drive constant improvement in process and ability to achieve organizational goals.
• Ability to resolve complex issues within functional area and/or area of expertise.
• Ability to develop and execute multiple priorities and approaches to meet objectives.
• Highly adaptable to change.
• Strong problem-solving skills and attention to detail.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Opportunities for professional development and career advancement