Service Delivery Manager, PCS

Job Description SummaryYou will be responsible for both Ultrasound (ULS) & Patient Care Solution (PCS) Service Delivery and Operations covering Singapore, Malaysia, Brunei, Myanmar, Cambodia & Laos in both direct and indirect capacity, lead service strategy and initiatives to achieve sustainable service delivery, profitable growth, and operational compliance. You will manage operations and lead team to achieve exceptional customer experience for both direct and indirect operations. The scope of the role includes managing service area through leadership and development of direct service field team, technical support team, and in close partnership with the partner service organization. The role will have strong operational synergy with regional service operations and technical team on process, system improvements, quality, customer experience and safety implementation. You will also support service sales team and via channel relationship management to drive service growth.

This role will report to the country Director of Service (DOS)

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

Responsibilities include (but are not limited to):

• Provide administrative and operational leadership to the PCS & ULS Service team including channel, ensuring efficient day-to-day operations, and responsible for quality, compliance, customer experience
• Coach, manage, mentor and influence individuals and teams directly or indirectly reporting to this role to drive overall accountability, ownership, and progress against goals.  Provide personal leadership of direct reports to include ongoing direction, coaching, career and competency development, reward, and retention
• Responsible for achievement of the financial and service delivery plans, working cooperatively with Sales Manager, Project Manager, Modality Specialists, Account Managers, and other Services Leaders to achieve business results and goals in terms of productivity and profitable delivery of services to the installed base.  Within direct PCS & ULS  service, optimize resources and manpower deployment to achieve profitable, quality installation, maintenance, and repair of GEHC systems/products
• Own and maintain daily communication with partners and key customers to ensure resolution and proper follow-up, leading to customer satisfaction.  Collaborate cross-functions with sales and services, commercial and operations, and other functional support teams in a coherent and consistent fashion to achieve business results and local goals in terms of profitable delivery of services
• Act as the leading point of contact for timely and satisfactory resolution of customer and partners concerns covering a wide variety of supported services offered for PCS & ULS products.  Utilize the escalation process, working closely with sales representatives and regional technical support team to resolve customer service delivery issues and conducts root cause analysis that will lead to effective problem solving
• Support service commercial growth for PCS & ULS products both direct and indirect, by analyzing, prioritizing related needs, and addressing gap together with Service Sales Manager and Service Segment Leaders
• Strategically evaluate PCS & ULS go-to-market business model, benchmark and optimize service delivery for best customer experience and profitable growth.  Where aligned to business directions, operationalize new service delivery capabilities including new external partnerships
• Deploy Service Provider program and processes, and assess partners to improve customer experience, quality, and performance to meet delivery metrics and financial targets where necessary
• Ensure service readiness and NPI support, technical training and competency management (for both direct and indirect), support coordination to partners and customers, CSO management, FMIs, tools management, parts planning, service quality, EHS and audits
• Align with regional teams to implement frameworks, processes, and tools to improve channel efficiency and CCS service operations
• Leverage regional dashboard & reporting capability to improve channel operation effectiveness, service quality, compliance for PCS & ULS service delivery.  Work with operations leaders & process champions to facilitate operational metrics review, follow-up with team members and partners on gaps or underperformance

Qualifications / Requirements:

• Bachelor degree or above
• At least 5-8 years' experience working in a regulated medical device or healthcare industry, preferably with working experience in service, channel or operations roles
• Proven experience leading a team, projects and managing customer relationships
• Strong horizontal working within matrix organization and influencing skills
• Customer focused mindset with proven ability to respond quickly to internal and external customer needs
• Ability to understand and articulate complex business issues into simple messages and define required solutions.
• Excellent written and verbal communication and presentation skills.
• Willingness to travel up to 20% within your specified geographic region
• Strong ethics, integrity and compliance orientation

Preferred Qualifications:

• MBA
• Prior field sales or field service experience
• Previous direct report management/leadership experience
• Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals
• Understanding of customer/marketplace and drivers that influence customer behavior

Inclusion and Diversity

GE HealthCare is an Equal Opportunity Employer where inclusion matters. 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.

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.

Additional Information

Relocation Assistance Provided: No

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