Job Description Summary
RCIS Service Delivery Leader is Responsible for driving customer satisfaction, problem resolution, operational excellence through the coordination of resources and efforts among, and between, multiple GEHC and internal/external customer project teams.
Job Description
GE HealthСare 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.
Key responsibilities/essential functions include:
- Ensuring ongoing customer satisfaction by efficient planning of field operations and timely resolution of customer issues
- Working with appropriate internal and external stakeholders to drive operational excellence by facilitating internal communication and ensuring internal processes are leveraged
- Developing knowledge of customer business goals, processes and success measures to act as internal resource of information about the customer (contact information, overall customer temperature, “hot” issues, etc.).
- Working with the LCT Channel Partners to set up sustainable service delivery structures, resourcing, and capacity building to provide corresponding service to indirect customers.
- Operationalizing the indirect service support teams for the LCT
- Plan, manage and report continuous improvement projects together with the process owners
- Developing productivity initiatives/projects to reduce cost, improving competitive advantage and managing & coordinating cross functional teams together with suppliers in order to realize productivity projects
- Preparing and tracking the action plan showing steps, responsible people, timeline/s, align and ensuring deployment with related stakeholders accordingly, and maintaining actions to be realized to achieve savings
- Achieving Key Performance Indicators (KPIs) and ensuring compliance with Standard Operating Procedures (SOP’s) on a daily basis
- Developing and executing local spare part strategy. Establishing a smart service inventory in line with Global Parts Team’s strategy and ensuring availability of parts in local warehouses
- Overcoming roadblocks to ensure shipment is made in line with internal and external customers’ requirements
- Managing installation and field tool inventory & calibration process
- Optimizing the utilization of service resources from Field teams, Service center and logistics teams
- Driving the digitalization of service delivery processes to customer through MyGEHealthCare app and Experience.
Qualifications:
- Bachelor’s Degree
- 5 years of Operational or Program Management Experience in service, technology or operations, preferably in Healthcare Business
- Strong analytical and quantitative skills
- Experience on statistical and/or data management tools
- Excellent verbal, written, and communication skills
- Demonstrated ability to motivate others and achieve results
- Change agent with strong credibility and influence in the organization
- Customer-focused in defining quality and establishing priorities
- Proficient in the soft skills necessary to be an effective program manager
- Proven leadership and effective decision-making capabilities
- Ability to monitor and manage critical path elements of consolidated projects
- Ability to make executive level presentations (internal and external)
- Demonstrated experience in leading multicultural and remote teams
Preferred Qualifications:
- Green Belt / Black Belt certified or familiar with Six Sigma quality concepts and tools
- Knowledge of ISO 13485 and CE Mark requirements
GE HealthСare is an Equal Opportunity Employer where inclusion matters. 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.
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.
Successful candidates will be employed under local employment conditions and must already satisfy local employment/work permit and residency regulations.
Additional Information
Relocation Assistance Provided: No