Customer Care Leader, Service Job
Own the CSO process wing-to-wing for her/his region: From assessment , to creation, definition, implementation, monitoring and closure
CCL assessing the CSO criteria and has the power to decline the request.
Drive ownership and sense of urgency with customer issues throughout different levels of the organization
Manage multiple Customer issues at any given time to meet action plan commitments; communicate with customer (as required) and local team (systematically), initiate and facilitate tcon's with cross-functional team members, etc. to keep CSO moving toward a solution or compromise... Always accepted by the Customer
Identify and engage the appropriated resources within GE Healthcare to help solve Customer issues as quickly as possible
Document and manage CSO information in Siebel according to work instructions
Participate to continuous improvement of metrics, process and customer facing cycle time
Influence cross-functional resources to meet critical activity deadlines and manage internal team communication (ex: tcon's minutes) to solve Customer issue, as well as to ensure regular communication with Customer throughout the CSO
Coordinate resources upon resolution of customer issue to identify root cause information
Manage hierarchical escalations on purpose
Build & sustain a community with CCL colleagues in other regions: Practices sharing; Improvements; Support.
Excellent communication, influencing and problem solving skills with peers, customers and cross-functional teams utilizing telephone, email, teleconferences
Demonstrated strong leadership skills with project management, prioritization and organizational skills
Multi-tasking abilities to handle multiple, critical issues and various projects simultaneously
Proven ability to collaborate successfully within a cross-functional team and remote environment
Able to facilitate team-based problem solving for complex, time critical customer issues
Shall be able to build his/her visibility and credibility of local team, cross-functional teams and their management, success factor to get resources and actions done on time
Fluent both in Russian and English
* Successful candidates will be employed under local employment conditions and must already satisfy local employment/work permit and residency regulations.
Additional Eligibility Qualifications:
GE Healthcare Equipment's Clinical or technical experience Six sigma or Lean knowledge Project management training/certification Experience with Siebel workflows