Job Description Summary
As the Area Service Leader, you will be responsible to implement the service strategy within the Southern NV and Norther Arizona Service market. This role will drive the achievement of all operational and commercial business objectives through leading and coaching Field Engineers and Biomedical Technicians. This role will partner with the Sr. Area Service Leader and Market Service Director as well as the local commercial account community and other peer management staff for the area in executing on business growth and driving customer satisfaction with our customers. This role will serve as a point of contact for local critical customer issues in matters related to service and customer support for the sites or area of business, they are responsible for. This role is key in developing strong relationships both internally and externally to improve outcomes for customers as well as market and order visibility, market share, and profitability.
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.
Job Description
Essential Responsibilities
- Own and manage current customer relationships across a designated sites or territory, ensuring customer success and satisfaction.
- Driven by an inclusive & diverse culture of focus, ownership & trust, win together and have fun
- With a lean and safety-first mindset
- Always with unyielding integrity & compliance
- Total ownership of install base in the area and contract renewals, partnering with MSD/Sr. ASL/HSAM to ensure retention of a designated customer list.
- Ownership of execution on recalls and PM's.
- Accountable for QPR with Account Community, including, but not limited to (site leads, HSAM’s, MSD’s and the commercial team)
- Resource (day to day) Planning (vacation, installation, escalated service calls) and CSO Owner ship
- Ensure understanding of customers organizational and service delivery strategies and desired outcomes for their business. Additionally, understands complex customer infrastructure, applications, and service solutions and issues to ensure customer success.
- Accountable for driving profitability (VCP, Metrics, T&L, Real-Time closure), delivery and growth of assigned customers. Supports, participates, and drive local VCP initiatives.
- Support commercial-service targets additional revenue opportunities within the assigned customer base with support from regional leaders.
- Knows-understands contractual deliverables, execute, and ensure smooth service delivery in line with contractual commitments providing interface between customers. Ensure service delivery meets SLA (Service Level Agreement) targets in line with contractual resolution times.
- Support strategies with GEHC teams, gain buy in and design and implement customer success plans to drive and help customers realize value from our products to ensure IB retention and viability.
- Maintain current knowledge of customer environments and industry/tech trends have and to share point of view to influence customer success.
- First point of contact for rejected calls (CARES or OLC)
- Manages On-call processes
- **Work location: **Southern NV and Norther Arizona Service market.
Required Qualifications
- Bachelor’s degree from an accredited university or college (or a high school diploma / GED with at least 4 years related of experience.)
- 5+ years of experience in leading teams along with a demonstrated ability to coach and mentor team members.
- Demonstrated verbal and written communication skills.
- Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs/projects. Ability to document, plan, market, and execute programs.
- Proven experience in successfully managing customer relationships.
- Ability to understand customer issues and drive resolution whether technical or business related.
- Must live or be willing to relocate to Las Vegas, NV (a relocation package will be provided for out of state candidates).
Preferred Qualifications
- Prior experience managing a Field Service team in equipment maintenance with in a medical or clinical environment.
- GE Healthcare Service or Operational experience
- Prior field sales or field service experience.
- An inclusive leader that builds a connection through personal involvement and trust.
- Proven ability to influence and drive change.
- Experience in Diagnostic Digital imaging is desired.
- Prior Experience in the HTM or Biomedical space is a plus.
- High level knowledge of Multiple Patient Care Solutions Modalities - Anesthesia and Respiratory Care, Diagnostic Cardiology, Patient Monitoring, and Maternal Infant Care.
We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.
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.
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We will not sponsor individuals for employment visas, now or in the future, for this job opening.
Additional Job Description
Additional Information
Compensation Grade
LPB1
GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunities Employer. 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.
GE HealthCare will only employ those who are legally authorized to work in the United States for this opening.
While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.
**Relocation Assistance Provided: **Yes