Job Description Summary

The Area Service Leader role is responsible to implement the service strategy for the Chicago Metro and surrounding area. This leader will drive the achievement of all operational and commercial business objectives through leading and coaching technical field service teams that may consist of Biomedical Technicians and/or Field Engineers. This leader will partner with the Market Service Director, service sales and capital sales commercial account community to drive growth while delivering world class customer satisfaction. This leader will serve as the single point of contact for local critical customer issues, owning wing to wing resolution. This leader will develop strong relationships both internally and externally in support of long-term profitable growth.

Job Description

Responsibilities

• Own and manage current customer relationships across territory, ensuring customer success and satisfaction.

• Driven by an inclusive and diverse culture of ownership and trust, seeking to win together and have fun

• Lead with a lean and safety-first mindset, combined with unyielding integrity and compliance

• Total ownership of install base in the area and contract renewals, partnering with leadership team to ensure customer retention.

• Ownership of execution on recalls and preventative maintenance.

• Accountable Customer Service Reviews with local Account Community

• Resource (day to day) Planning (vacation, installation, escalated service calls) and customer service escalations

• Ensure understanding of customers organizational and service delivery strategies and desired outcomes for their business. Additionally, understands complex customer infrastructure, applications, and service solutions and issues to ensure customer success.

• Accountable for driving profitability, service quality KPIs, and delivery and growth.   Supports, participates, and drive local initiatives.

• Support commercial-service targets additional revenue opportunities within the assigned customer base with support from regional leaders.

• Knows-understands contractual deliverables, execute, and ensure smooth service delivery in line with contractual commitments providing interface between customers. Ensure service delivery meets SLA (Service Level Agreement) targets in line with contractual resolution times.

• Support strategies with GEHC teams, gain buy in and design and implement customer success plans to drive and help customers realize value from our products to ensure retention and viability.

• Maintain current knowledge of customer environments and industry/tech trends have and to share point of view to influence customer success.

• Manages On-call processes for after hours and weekend work

Qualifications

• Bachelor’s degree from an accredited university or college (or a high school diploma / GED with at least 6 years related of experience.)

• Strong oral and written communication skills. Strong interpersonal and leadership skills.

• Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs/projects. Ability to document, plan, market, and execute programs.

• Proven experience leading a team, managing customer relationships

• Ability to understand customer issues and drive resolution whether technical or business related.

• Must live in the Chicagoland area and be willing to travel within the area.

Desired Characteristics

• Prior experience managing a Field Service team in equipment maintenance.

• GE HealthCare Service or Operational experience

• Prior field sales or field service experience.

• An inclusive leader that builds a connection through personal involvement and trust.

• Proven ability to influence and drive change.

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 t