Service Operations Gm, Aka

**Job Description Summary**:
**Description**:
AKA Service Operations GM will be responsible for defining and executing zone service operations vision and strategy, and will drive safe, efficient and effective field execution through partnership with other zone functions horizontally and International region center teams to reach operational and financial goals while improving customer experience.

AKA Service Operations GM will also ensure service operations meet, in all various countries of the zone, local regulatory requirements during entire lifecycle of the products including but not limited to AERB, CDSCO, and oversight of service-related teams and operations.

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.

**Key responsibilities/essential functions include**:

- 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.

**Qualifications**:

- 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.
- Willingness and ability to travel.
- Fluency in English language

**Quality and EHS Specific Goals**:

- 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.