Field Service Coordination Manager Anz

This leadership role ensures the effective day to day operation of the ANZ Services field planning and scheduling function, and will lead the transformation of the ANZ services teams to industry best practice field planning, scheduling and dispatch processes. With a core focus on improving the customer and employee experience the incumbent will drive a lean focus to remove waste and maximize the efficiency of the function.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. 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.

Ensure the enduring effectiveness and success of the PS&D capability for ANZ by:

• Assuming the role of process owner for all maintenance planning, scheduling and dispatch processes for ANZ.
• Taking a customer journey mapping approach to continuous improvement, making recommendations and designing processes that will improve customer experience, simplify processes for our people, and drive value.
• Creating an environment where co-workers can challenge existing processes to identify opportunities for improvement and ways to increase the teams impact, with a key focus on Customer experience, employee experience and the teams growth.
• Ensure data quality practices are established across the planning, scheduling and dispatch data domain to maintain a high level of data quality.

Through Transforming the existing planning function from its current state to an industry best practice Field planning, scheduling and dispatch function for ANZ:

• Leading the key internal and external stakeholders to deliver the future state operating model for field planning, scheduling and dispatch (PS&D).
• Developing the detailed execution, change and benefit plans required to transform the impacted ANZ teams to the future state operating model.
• Assuming the role of project leader for each PS&D project to ensure that deadlines are met and objectives are achieved.
• Coordinating with IT teams to design and develop new systems or processes required to best support the new ways of working.
• Developing the detailed policies, standards, processes and training plans to support the transformation and sustain the change.
• Working with shared services in designing and implementing the monitoring and reporting tools required to monitor performance and sustain the change.

Develop and lead the Planning and Scheduling function for ANZ by:

• Developing a team of highly capable and customer focused planners / schedulers to partner with the field teams in delivering on GEHC customer's maintenance requirements.
• Ensuring a clear scope of delivery is agreed with ANZ service leaders, and delivery standards set and tracked on a weekly basis.
• Delivering the performance and quality outcomes that align with the agreed service levels and customer expectation.
• Designing and implementing strategies to ensure that field teams are effectively planned, scheduled and dispatched, and customer maintenance needs are met.
• Identifying any risks or issues that can or are impacting the PS&D delivery, and make recommendations on mitigation strategies or process changes to address them.
• Ensuring all roles who participate in the PS&D processes are fully competent and understand their role in the process and impacts to the customer experience and their co-workers.
• Maintaining a system of end to end health check metrics, ensuring all parties are informed of their performance to standard and remediation actions required to improve areas of poor performance.
• Undertaking planning, scheduling and dispatching activities as required to support the team and achieve the required delivery standards.

Compliance

• Adhere to and uphold highest standards of compliance to relevant international and local Regulatory and GE Healthcare Promotional Codes
• Adhere to all applicable GE and GE Healthcare compliance policies, codes, and training requirements
• Identify and report any quality or compliance concerns and take immediate corrective action as required

Quality Specific Goals

• Be aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position
• Complete all planned Quality and Compliance training within the defined deadlines
• Maintain knowledge of and understand all applicable Global and Regional Privacy and Anti-Competition Policies and operate within them to ensure that no company policy or Local/ Int’l Law is broken
• Maintain knowledge of and understand all applicable Environmental Health Policies (including but not limited to GE Healthcare EHS Policies, GE Healthcare Fleet Rules, etc.) and operate within them to ensure that no company policy or local / Int’l Law is broken
• Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System

• Demonstrated experience leading people and change in a national or multi national asset based maintenance and planning environment.
• Minimum 3 years experience in a complex, high volume and fast paced customer service environment
• Solid understanding of supply chain, warehousing and logistics practices
• High level of proficiency in service CRM and asset maintenance planning and scheduling  tools
• Experience with business / data analysis and reporting
• Demonstrated ability to take ownership of issues in challenging situations
• Demonstrated ability to manage stakeholders at all levels in a large multi-national organization, including C Suite.
• Strong business and customer management acumen
• Proven ability to resolve issues, conflicts and competing priorities in high pressure and stressful situations
• Experience in developing process models and user / training documentation (i.e.. BPMN experience)
• High level of proficiency with Microsoft applications such as excel, word and PowerPoint
• Project management qualifications and/or experience

• Self-motivated, willingness to take the initiative to identify opportunities for improvement and take actions
• Team oriented with a customer satisfaction and employee experience mindset
• Willingness to be flexible/adapt to changing work environments
• Thrive in a fast-paced, dynamic business environment
• Demonstrate behaviours including empathy, humility, integrity, and resilience
• Excellent verbal and written communication skills in local language as well as good command of English
• Ability to synthesize complex issues and communicate in simple messages
• Solid problem-solving skills (ability to manage and resolve conflict, communicate issues, and propose solutions to both internal team members and external customers)
• Compliance with vaccination mandates

GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, colour, 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.

• Flexible working options and flexible hours
• Competitive salary
• 5 weeks leave (ask about "take 5")
• Generous leave & family policies
• Long term career opportunities (locally and globally)
• Generous discounts for goods & services via our employee benefits program (think travel, entertainment & shopping!) *This was recently rated as one of our employees favourite benefits!

Women and indigenous candidates are strongly encouraged to apply. Please note that to be considered for this position you must have unrestricted working rights for Australia and be prepared to undergo a background check which includes a police check. All GE HealthCare employees are required to be fully vaccinated for Covid-19.