Job Description Summary

All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results.

The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

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

Key Roles and Experience:

• Own and manage current customer relationships across a designated site or territory, ensuring customer success and satisfaction.
• Driven by an inclusive and diverse culture of focus, ownership and trust, win together and have fun
• With a lean and safety-first mindset
• Always with unyielding integrity and compliance
• Total ownership of install base in the area and contract renewals, partnering with Market Service Director/Service Sales to ensure retention of a designated customer list.
• Ownership of execution on recalls and preventive maintenance.
• Accountable for QPR with Account Community, including, but not limited to (site leads, service sales, market service director and the commercial team).
• Resource (day to day) planning (vacation, installation, escalated service calls) and customer escalation ownership.
• 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 (variable cost productivity, metrics, travel, real-time updating of service records), delivery and growth of assigned customers. Supports, participates, and drive local productivity 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 the line with the 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 by in and design and implement customer success plans to drive and help customers realize value from our products to ensure IB retention and visibly.
• 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.

Required Qualifications:

• Bachelor's degree from an accredited university or college and a minimum of 5 years of direct or indirect leadership experience, OR an Associate's degree and a minimum of 8 years of direct or indirect leadership experience, OR a High School diploma/GED with a minimum 10 years of direct or indirect experience.
• Proven experience managing internal and/or external customer relationships.
• Strong oral and written communication skills.
• Demonstrated ability to analyze and resolve problems.
• Demonstrated ability to lead programs/projects.
• Ability to travel up to 20% for trainings and meetings outside of the local service area.
• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job posting.

Preferred Qualifications:

• Prior experience managing a Field Service team in equipment maintenance.
• Healthcare Service or Operational experience.
• An inclusive leader that builds a connection through personal involvement and trust.
• Experience leading cross functional teams in a matrixed environment.
• Ability to understand customer issues and drive resolution whether technical or business related.
• Proven ability to influence and drive change.

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 - alwa