Job Description Summary

As the Service Program Manager, you will drive overall client satisfaction based on consistent delivery of a total GE HealthCare support solution. Responsible for managing the success of the relationship with a national healthcare system to achieve the goals and objectives identified by the customer and GE HealthCare. Provides the client with a single point of contact for all service operations, developing a strategy to ensure client retention, and growth through close interaction with the sales teams.

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

Roles and Responsibilities

• Responsible for the customer satisfaction for assigned accounts · Assist in solutions campaigns for new proposals · Assure timely resolution of customer issues and customer satisfaction for assigned contracts · Interact with members of the customer service, parts & transactional services, field service, repair service and/or other teams · Function as liaison between internal organizations and customers for assigned accounts ·

• Interprets internal and external business challenges and recommends best practices to improve products, processes, or services. Stays informed of industry trends that may inform work.

• Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, service delivery, technology or engineering. Has ability to assess quality of information given and ask pertinent questions to stakeholders. Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations. Uses multiple internal and some external sources outside of own function to help arrive at a decision.

• Manages customer communication of escalations.

• Performs onsite rhythmic rounding, and as needed, of customer locations including formal partnership reviews and performance reporting.

• May lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicates difficult concepts and may influence others' options on particular topics. May guide others to consider a different point of view.

• Performs financial, operational performance, and project reporting for current and projected planning.

• All activities providing the necessary support on pre- and post-contractual administration & management , Terms & Conditions of the contract and appropriate escalations. Also involves definition, management, and execution of risk modeling activities in support of the contract or project. Impacts the team’s ability to achieve service, quality, and timeliness of objectives. 

Required Qualifications

• Bachelor’s degree and a minimum of 5 years of experience in Project/Program Management or Service Leadership experience.
• Willingness to travel to customer sites in regional geography (Central Florida)
• Ideally looking for a candidate that is living in the Midwest or southern part of the US

Desired Characteristics

• Strong communication skills to synthesize complex issues and communicate clearly. Ability to learn and communicate professional discussions with technical, clinical, and executive staff.
• Demonstrated ability to energize, develop, and build rapport at all levels within an organization both internally and customer facing.
• Strong analytical skills and business acumen (i.e., knowledge of healthcare service lines, Profit & Loss centers, balance sheets, capital and operational planning).
• Experience working in the healthcare industry, including interaction with hospital administration (i.e., account management, relationship-building experience).
• Experience in client-facing role (e.g., consulting, project management, process improvement (Six Sigma/ LEAN)), while serving as advocate for client’s needs.
• GEHC Services experience (e.g., Clinical Services/Biomed, Radiology, Cardiology, Life Support Systems, Monitoring, Ultrasound, Information Technology).
• Experience working in a highly matrixed environment, effectively influencing and persuading others to achieve GEHC goals defined in the client growth strategy.
• Experience anticipating challenges or roadblocks and successfully mitigating those risks while achieving desired outcomes for client and GEHC.
• Experience maintaining a flexible approach when faced with business or client c