Address Job Description Summary
The Service Delivery Manager (SDM) leads a team of engineers managing the maintenance and repair of medical equipment. The role involves optimizing resources for integrated Service Delivery and customer experience within their allocated areas. In doing this the SDM will foster collaboration between sales, technical, support, and operational teams ensuring a seamless customer experience. The SDM is responsible for compliance with local laws, regulatory requirements, EHS, and quality policies, along with sharing best practices. The SDM manages operational costs and identifies cost-effective strategies to meet customer service and financial targets in their region.
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.
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Job Description
Responsibilities:
Leadership
- Sets the vision and operational tactics to develop and build a leading Field Operations team, across the various product modalities.
- As an integral part of ANZ Services team, lead and participate in local, regional and global initiatives and projects over and above the role as needed or required to help drive culture, quality and velocity for our customers and front-line teams.
- Actively seek out market and customer drivers to ensure the business adapts quickly and capitalises on shifting trends in Service delivery.
- Coach, manage, mentor and influence individuals and team directly or indirectly, to drive overall accountability, ownership, and progress against goals.
- Ensure team has the right talent, operational structures, and ownership in place to lead, coach and develop Service field teams to deliver outstanding customer experience.
- Create operating mechanisms to ensure the right metrics are in place which reflect the health of the teams and ensure an operating rhythm is in place with the individual team members to review exceptions and address outliers in a timely manner.
- Collaborate with peers in the Service Organisation, Functional teams and Sales teams to drive and execute on key business priorities and drive a customer first approach to resolving issues.
- As part of the role, you will unlock the potential in your people and contribute to their ongoing improvement and growth.
Customer Support
- Utilise and drive financial, operational, and customer-centric metrics which demonstrate the health of the Field Operations delivery model in supporting our customers and financial commitments to the business.
- Develop and manage professional relations with key customers to deepen understanding of customer challenges and needs in order to provide solutions
- Work with Technical Operations Leader, Service Operations Specialist and functional teams to drive detailed investigations and actions for customer satisfaction opportunities and continually implement process changes to improve customer satisfaction.
- Work with supporting teams such as Service Support Operations Centre, Logistics, PMO, Applications, Sales, and Product Specialists to ensure processes are in place to manage successful and timely hand-offs between teams and customer experience is seamless and positive.
- Lead the collaboration with Sales team on customer communication, escalations, and opportunities for through life support activities of customers equipment.
- Supporting the commercial activities for key accounts by providing account-based feedback via the Field teams which assist GEHC to better meet the needs of customers.
- Support tender and request for quote submissions as required.
Operations Rigour
- Drive processes for timely escalations - Customer Satisfaction Opportunities (CSO), Quality PQM, Part returns, Dead On Arrival. Lead the region by ensuring representation from a technical and field standpoint for any global / regional calls related to quality / CSO's.
- Lead adherence to field processes such as parts ordering and return, Service Request (SR) rigour, primary FE/site alignment, On Call and Overtime management, Tools and Test Equip compliance and calibration etc.
- Lead initiatives to improve overall speed and quality of response to customers.
- Lead processes to complete customer servicing in a timely manner adhering to the mandatory quality and compliance procedures.
- Work with Project Management Officer (PMO) on installations and ensure timely delivery of system to customers.
- Implement new tools and processes as required to drive efficiency and effectiveness.
- Participate in overall operating mechanisms and metrics with the view to drive operational rigour in the organisation, spanning all areas of the operation including but not limited to field efficiency, customer satisfaction, productivity, back-office efficiency, financials, and quality.
- Management Field Modification Instruction execution(FMI), expense approval, field inspections and escalate issues as required to the Management team.
- Be actively involved in change projects that impact the FE team and ensure seamless implementation of any changes for the FE team
- Continue to influence the increase in remote connectivity and field remote fix rate. Liaise /consult with the OLE team to ensure equipment connected to allow remote support.
- Liaise / consult with the Regional Support Engineer to ensure Field Teams have the right skill sets for the tasks at hand, ensure fast resolution of escalations
- Work with Service Operations Specialist, the Support Operation Centre, PM Planning team and others to ensure resources are allocated efficiently
- Maintain clean install-base data and liaise with Service commercial team to maintain sanitized contract data.
- Drive non-contract revenue in collaboration with the Service commercial team.
- Work with Service commercial team to grow contract revenue
- Share best practices with other Service Delivery Managers
Talent development, training and workforce planning
- Working with Training Co-Ordinator and Technical Operations team, develop a wholistic competency and training plan for the teams. Identify technical and non-technical training and/or competency gaps and put in place a training plan by modality/geography to improve field coverage.
- Work with Technical Operations, Regional Support Engineers, and the Field Service Operations teams to set up and operationalize service partners/ contractors as required.
- Conduct and lead regular talent reviews of team and ensure "ready now" candidates in all field, roles. Actively work with our HR partners to strengthen and develop the talent for teams
- Develop an approach in supporting the install base through resourcing the region effectively to drive profitability and efficiency.
- Develop and lead appropriate operating mechanisms to ensure performance of function is optimised and reported appropriately.
- Regularly provide updates, including regular communication to the business via various written, recorded, live presentations / updates to ensure visibility of the function across region.
- Coach and mentor field teams on process improvement, soft skills, iCommunicate and other related methodologies.
- Create regular opportunities to involve the team to share best practices on opportunity management and how to maximize total GEHC portfolio.
- Create a calendar of regular team meetings to ensure effective communication amongst team members and management.
- Regularly provide updates to team on organizational changes, commercial strategy and customer insights and business metric implementing training and education
Compliance
- Ensure team have appropriate regulatory licenses for the work being carried out.
- Ensure tools, test equipment, EHS protective gear are calibrated and safe to use
- Create and drive a culture of safety and compliance within the team. Including EHS training and inspections on time completion
- Implement programs like safety inspection, Take 2, defensive driving etc. to drive safety awareness to meet and exceed our employer obligations for our staff.
- Create and drive a culture of safety and compliance within the team by ...
- Completing all required safety inspections on time
- Including a safety topic in team meetings
- Encourage near miss reporting and follow up and correct any widespread deviations.
- Partner with Quality Assurance, Regulatory Affairs, Product, PMO and Service team to drive traction on the topics including but not limited to:
- Install and Site Readiness checklists.
- Radiation and Electrical licensing.
- Electrical Safety compliance.
- FMI process execution.
- SR Quality.
- Tools and Test Equip calibration and compliance.
Quality Specific Goals:
- 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.
- Identify and report any quality or compliance concerns and take immediate corrective action as required.
- Knowledge and understanding of all Global Privacy and Anti-Competition Policies (including but not limited to GE Healthcare HIPPA Guidelines, NEMA Regulations, etc.) and operates within them to ensure that no company policy or US / Int'l Law is broken.
- Knowledge and understanding of all 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 US / Int'l Law is broken.
- Ownership of order and configuration quality at the point of entry to ensure accuracy, configuration integrity and that all requirements are tied to documented customer inputs.
- Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System.
- Responsible for 100% compliance on teams EHS goals and metrics.
Healthcare Sector Australia - Vaccine for Preventable Diseases
- Australian States have mandated or are intending to mandate that contractors who enter healthcare sites must be able to provide evidence of vaccination for vaccine preventable diseases (VPDs) prior to working at their premises.
- GE Healthcare does have an EHS Medical Services Program. We have an immunisation and vaccination program covering any GE Healthcare employee who is required to enter a site and conduct work where there is the likelihood of potential exposure or acquisition through respiratory means to VPDs.
- To ensure your risk is minimised, you may be required to provide evidence of immunity/vaccination prior to commencing with GE Healthcare in such locations where it has been mandated. Equally you may be required to provide evidence of vaccination post-employment, in the event that further sites mandate this requirement.
Qualifications/Requirements:
- Bachelor's degree or equivalent (advanced trade with 10yrs' + experience)
- Technical leadership, operational or management experience in an engineering/ IT or technical discipline
- Experienced in Field Service
- LEAN/Six Sigma green belt certification (or higher)
- Demonstrated experience leading multi-functional teams in a broad geographic area to achieve business goals
- Prior experience leading and coaching leaders.
- Demonstrated Lean / Six sigma experience within an operational context.
Desired Characteristics:
- Strong communication skills to synthesize complex issues and communicate into simple messages.
- Excellent problem solving and decision-making thinking skills, demonstrated with practical examples.
- Strong ability to influence and lead without authority in a matrix organization.
- Strong willingness to learn required software platforms (Spotfire, Salesforce, excel and others)
- Willingness and ability to travel within your specified geographic region.
- Strong understanding of value drivers, strategic alignment and financial acumen.
- Demonstrated ability to energize, develop, and build rapport at all levels within an organization.
- Exceptional skills as a change agent and process oriented individual.
- Team oriented with a customer satisfaction mindset
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!
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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.
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