Area Service Leader

Job Description Summary

As the Area Service Leader, you will be responsible to implement the service strategy for key customers in the West to South Chicago and Central Illinois territory. 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.

Job Description

Responsibilities

Customers :

• Lead customer service delivery with the team of engineers. Efficient service delivery will comprise of responding to customers faster and solving issues quickly. Quality of jobs in Installations, PMs and corrective repairs are integral to customer delight.

• Lead critical technical issues and escalations to closures. This will require root-cause-analysis and other methodologies. Co-ordinate with Applications, Modality, Logistics and Commercial teams to jointly address other non-technical issues

• Continue to build relationship with key customers & opinion leaders. Talk about new products, services, remotes service benefits etc on a continuous basis.

• Monitor Install & service quality & other customer-centric parameters and address any flaws quickly.

Team Management & Development :

• Provide administrative and operational leadership that results in efficient day-to-day operations. This will require optimization and efficient resource deployment.

• Closely work with the team to understand their needs and challenges and, address them appropriately. Any issue that needs attention of seniors should be quickly brought up.

• Do the training needs analysis based on the Installed base and modality assignment on periodic basis, recommend engineers for requisite training programs. Coach the new hires.

• Organize on-job-training and other learning sessions ( NPIs etc. ) locally as per the requirements in consultation with MSLs, others etc.

• Reward and recognize team members for outstanding jobs done. Continue to inspire and create a positive work environment.

General :

• Think strategically and prioritize jobs/ programs to improve the overall customer service delivery – Strategic thinking capability

• Communicate with the ASEAN HQ team of MSLs, EHS, Quality and other members on regular basis to ensure smoother operational rigor. This may include setting up of operating mechanism etc. - Connect and Collaborate

• Review periodically operations parameters such as Open SRs, CSOs, FE Consignments & closures etc – Operational rigor

• Be a consultant to the country service manager in addressing needs of the customers and team

• Support the productivity initiatives and contribute

• Provide technical and other assistance to the service commercial team in MSA renewals, parts offerings and upgrades. Support commercial, Modality and HPM colleagues in achieving financial results.

• Meet Health & Human Services, Environment Health and Safety and/or regulatory requirements.

• Overall expected to spend about 60-70 percent of the time in the field addressing customer issues (technical or otherwise)

Qualifications and Requirements:

• Bachelor’s degree, Electrical Engineering, Electrical Engineering Technology, equivalent military education or Associates Degree with strong experience servicing electronic equipment, or a High School Diploma/GED and very strong experience servicing electronic equipment.

• 3+ years of demonstrated leadership capability and/or experience and exceptional interpersonal skills

• Significant experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment in the Healthcare Industry

• Willingness to travel up to 30% within your specified geographic region. (West to South Chicago and Central Illinois).

Desired Characteristics

• Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner.

• Experience interfacing with both internal team members and external customers as part of a solution based service process.

• Exceptional interpersonal and leadership skills·

• Change agent and process oriented.

• Knowledge of Healthcare marketplace

• Leading & Relating to Others: Establishes good relationships with customers and staff. Builds wide and effective networks of contacts inside and outside the organization. Relates well to people at all levels. Manages conflict.

• Shares Expertise: Applies specialist and detailed technical expertise. Develops job knowledge and expertise through continual professional development. Shares expertise and knowledge with others. Uses technology to achieve work objectives. Demonstrates an understanding of different organizational departments and functions.

• Organizing & Executing: Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity. Works in a systematic, methodical and orderly way. Consistently achieves project goals. Takes responsibility for actions, projects and people. Takes initiative, acts with confidence and works under own direction. Initiates and generates activity.

• Communicating: Speaks clearly and fluently. Expresses opinions, information and key points of an argument, clearly. Makes presentations and undertakes public speaking with skill and confidence. Responds quickly to the needs of an audience and to their reactions and feedback.

• Coping with Pressure: Works productively in a pressurized environment. Keeps emotions under control during difficult situations. Balances the demands of a work life and a personal life. Maintains a positive outlook at work. Handles criticism well and learns from it.

• Embracing Change & Demonstrating Enthusiasm: Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations.

• Commercial Thinking: Keeps up to date with competitor information and market trends.

• Identifies business opportunities for the organization. Demonstrates financial awareness.

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: Yes