Service Operations GM, AKA
Salary undisclosed
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- Define and own the execution of the regional services strategy focusing on revenue and margin growth while improving customer experience.
- Analyze and understand the competition, ensure service operations is aligned to zone commercial strategy.
- Drive wing to wing customer relations and experience.
- Assess resources needed to fulfill business plans. Continuously enhance domain expertise in the field through professional training and certification programs for field and other process functions.
- Develop and execute operational and financial growth initiatives and targets, cost control measures and process improvements.
- Drive field service profitability and resource models to maximize productivity while ensuring that safety is above and beyond all other priorities .
- Build long-term relationship with key customers; provide leadership and direction in crucial customer interfaces.
- Own customer CSO escalations and drive for fast and effective resolution, in conjunction with International Service Operation team and segment teams.
- Provide leadership for simplification of processes and Lean initiatives.
- Assess the effectiveness of service delivery through CSAT, benchmarking, and best practice sharing and address main opportunities.
- Own and drive execution of FMIs, end of product life strategy in coordination with International service operations team and zone leadership team.
- Build a working environment which values horizontal teamwork to the overall benefit of customer experience and growth.
- BA/BS degree in business, engineering or a related discipline.
- Leadership experience in growing technology-related service businesses and/or service businesses related to capital equipment used by healthcare providers.
- Technical experience is preferred either in product, installation and field.
- Strong understanding of customer, service market needs and trends.
- Demonstrated experience in owning and driving P&L directly.
- Proven Change Leadership experience. Process and organization redesign and deployment and CAP, experience. Lean practitioner.
- Strong GEHC experience in service, familiarity with other GE Healthcare sales teams and structures and proven track record of success and team rigor.
- Outstanding interpersonal skills and ability to communicate at all levels internally and externally, including employees, distributors, customers and senior leaders.
- Demonstrated ability to lead a team that is accountable for operational and financial commitments.
- Ability to influence, effectively to understand and manage diversity (cultural, nationality, religion, gender, other) engage as a horizontal team player and drive change cross-functionally in a highly matrixed environment.
- Ability to operate effectively in a multi-tasking, dynamic environment, while maintaining a forward thinking and customer-first attitude.
- Proven leadership and ability to orchestrate resources and motivate teams. An inclusive leader who builds a connection to the workforce through personal involvement and trust.
- Ability to develop strategic business actions with strong data analyzing skills.
- Demonstrated ability to work through complexity, provide clear direction, manage stakeholders and make tough business decisions as required.
- Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals.
- Experience in Channel Partner management for indirect business.
- 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.
- Willingness and ability to travel.
- Fluency in English language
- Aware of and complies 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.
- Completes all planned Quality & Compliance training within the defined deadlines.
- Identifies and reports any quality or compliance concerns and take immediate corrective action as required.
- Proactively simplifies the work instructions, procedures and processes to drive continuous improvement of the Quality Management System.
- Insure completion of all field modifications instructions (FMI’s) within prescribed timeframe.
- Aware of and complies with EHS Policies and applicable laws and regulations as they apply to this job type/position. Completes all planned EHS training within the defined deadlines.