AddressSummary
The Service Operations Specialist role is responsible for supporting field engineers in performing the day-to-day maintenance and repair of medical equipment for our customers by:
- clearing roadblocks, providing visibility, gathering business support to enable seamless service delivery, customer and field experience. ensuring the field team is supported by removing obstacles and ensuring the resources (parts, tools, remote support) are available when needed.
- being the key interface between the customer facing field teams and the wider business and will ensure the smooth running of day-to-day activities.
This role requires exceptional influencing skills to draw resources from across the business to support our customers and field team. It is important that this role promotes a strong culture of collaboration between the sales, technical, operational and support teams to achieve optimal customer service delivery, to maintain a strong communication pathway with our customers.
The Service Operations Specialist will have excellent communication skills to keep our customers, Account Managers, SDM and other stakeholders up to date on critical actions.
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
Collaborate with peers in the Service Organisation, Functional and Sales teams to drive and execute on key business priorities and drive a customer first approach to resolving issues.
Assist SDM to maintain business operations, produce reports tracking team performance against key performance indicators, relevant metrics and Team Priorities
Be involved in team's training and development and liaise with SDM for timely execution of Operational development
In conjunction with the Field Service Coordinator monitor utilization and optimization of resources and ensure timely execution and completion of field modification instructions (FMIs) and PM inspections and compliant documentation
Championing and leading productivity initiatives through the involvement in operational projects
Assist the SDM to develop/manage leave calendar and planning including On-Call rostering and coverage
Lead or participate in local (ANZ) initiatives and projects as needed or required to help drive consistency and reliability for our customers and front-line teams.
As appropriate, Coach and mentor SFEs and FEs 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. (Listen and lead program, and other sales positive initiatives).
Customer Support
Support the SDM to develop key customer relationships ensuring customer satisfaction
Drive processes for timely escalations - Customer Satisfaction Opportunities (CSO)
Manage customer expectations and escalations in timely manner. Attend customer meetings to assist SDM in preparing reports
Support the SDM with internal Communication - escalations, hard down systems, etc.
Liaise with Project Manager for Installation to assist with seamless and on time on budget installations
Operations Rigour
Drive adherence to field processes such as parts ordering and return, Dead On Arrival, Service Request (SR) rigour, primary FE/site alignment, On Call and Overtime management
Lead initiatives to improve overall speed and quality of response to customers.
Work with Project Manager for Installation (PMi) ) on installations and ensure timely delivery of system to customers.
Influence the increase in remote connectivity and field remote fix rate. Liaise /consult with the On-Line Engineering team to ensure equipment connected to allow remote support.
Work with Senior Field Engineers and the Customer Support Centre (CSC) /PM Planning teams to ensure resources are allocated efficiently
Liaise with the Service commercial team to maintain sanitized contract data.
Ensure all test equipment and tools are managed correctly and where issues arise, identify and implement fixes. Escalate to SDM as appropriate.
Training and Workforce Planning
Regularly provide updates, including regular communication to the business via various written, recorded, live presentations / updates to ensure visibility of the function across region.
Create regular opportunities to involve the team to share best practices on opportunity management and how to maximize total GEHC portfolio.
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
Compliance
Create and drive a culture of safety and compliance within the team.
Implement programs like safety inspection, Take 2, defensive driving etc. to drive safety awareness to meet and exceed our employer obligations for our staff.
Prepare and communicate reports as required that share the performance of the team against the prevailing metrics being focused on e.g. FCR (First Call Resolution), TTR/OTF (Time to repair), FRFT (fix right first time) and other metrics
Implement safety metrics to ensure processes are always adhered to.
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
Technical leadership, operational or management experience in an engineering/ IT or technical discipline
Experienced in Field Service is preferred
Desired Characteristics:
Experience in Healthcare industry.
Knowledge of medical imaging/radiology.
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 working knowledge of excel, Salesforce and Spotfire - or a willingness to proactively learn.
Strong ability to influence and lead without authority in a matrix organization.
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!
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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