The Service Operations Specialist reporting to the Service Delivery Manager (SDM) is responsible for supporting field engineers and customers to perform the day-to-day maintenance and repair of medical equipment.
This role is responsible for clearing roadblocks, providing visibility, and gathering business support to enable seamless service delivery, customer and field experience.
It is important that the Service Operations Specialist promotes a strong culture of collaboration between the sales, technical, operational, and support teams to achieve optimal customer service delivery, with a focus on maintaining a strong communication pathway with customers.The Service Operations Specialist will ensure the field team is supported by removing noise and ensuring the resources (parts, tools, remote support) are available when needed.
Exceptional influencing skills will be required to tie in and draw resources from across the business to support the customers and field.
The Service Operations Specialist will have excellent communication skills and keep customers, account managers, SDM, and other stakeholders always updated on critical actions.The Service Operations Specialist is the key interface between the customer-facing field teams and the wider business and will ensure the smooth running of day-to-day activities.Responsibilities:LeadershipCollaborate 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.In conjunction with the Field Service Coordinator, monitor utilization and optimization of resources.Be involved in the team's development and liaise with SDM for timely execution of Operational development.In conjunction with the Field Service Coordinator, ensure timely execution and completion of field modification instructions (FMIs) and PM inspections and compliant documentation.Champion and lead productivity initiatives through involvement in operational projects.Promote and create a positive safety culture amongst the team.Customer SupportSupport the SDM to develop key customer relationships ensuring customer satisfaction.Drive processes for timely escalations – Customer Satisfaction Opportunities (CSO).Operations RigourDrive 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 Management Officer (PMO) on installations and ensure timely delivery of system to customers.Talent Development, Training, and Workforce PlanningRegularly provide updates, including regular communication to the business via various written, recorded, live presentations/updates to ensure visibility of the function across the region.ComplianceCreate 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.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.Required Qualifications:Bachelor's degree or equivalent (advanced trade with 10+ years of experience).Technical leadership, operational, or management experience in an engineering/IT or technical discipline.Experienced in Field Service.Desired Characteristics: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.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.#J-18808-Ljbffr