Job Description Summary

GE HealthCare’s primary focus is to ensure customer quality. We set the standard in the industry for Service, with continuous drive to be a world-class service organization. As the Area Service Leader, you will be a customer-oriented leader and drive improvement in our customer loyalty, by providing day-to-day customer solutions and effective management of our service delivery. You will own and manage current luminary and research-based customer relationships, ensuring customer success and satisfaction. In addition to your daily activities, you will be a trusted adviser and primary point of contact for the customer, including escalations.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

ROLE & RESPONSIBILITIES

• 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 CSO 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 IB 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 RSE/RSL technical teams to meet national metrics
• Accountable for operational metrics (such as on-time and high quality service record closures, field inventory, etc.) of your field region.
• 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.
• Demonstrate ability to manage and resolve workplace conflicts constructively and professionally.

QUALIFICATIONS:

• Minimum 5 years of customer service experience in a healthcare field.
• Must reside in/relocate to in Southwest Ontario
• Degree or Diploma in a related discipline
• Direct customer relationship experience through service and/or sales initiatives.
• Proven ability to manage complex and strategic customer sites
• 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 Ontario Region
• Understanding of Service financials

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

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.

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Additional Information

Relocation Assistance Provided: No