Essential Responsibilities:
Provides administrative and operational leadership that results in efficient day-to-day operations of the team. Spends around 50% of his/her time doing service repair activities for customer. Maintains primary site responsibility and supports optimization of scheduling of manpower, installs, shift coverage, technical training needs for the team, etc. Maintains daily communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction. Works with operations leaders & process champions to facilitate operational metrics; follow-up with team members on any delinquencies. Identifies field quality improvement opportunities, support Installation and customer escalations (CSOs) and utilizes the escalation process to resolve customer service delivery issues and conducts root cause analysis that will lead to effective problem solving. Identifies Field Process Improvements, for example, pre PM work - improve on PM cycle time, remote TTR work, field Based Technical training to support use of Remote Diagnostic troubleshooting tools and processes in the field Contributes knowledge and maintaining problem solution database (PSDB) Champions Productivity Programs (Remote tools, FEMC Broadband, FRFT, etc.) Acting as change agent and field "expert" for programs, monitoring NPI and M3 Product Performance. This includes data gathering and linking with the Product Engineering groups to drive product quality and serviceability Understands and communicates zone & HQ goals and objectives. Meets Health and Human Services, Environment Health and Safety and/or other applicable regulatory requirements. Manages service delivery processes in compliance with GE Healthcare policies. Provides actionable feedback on performance of team members, both to the individual, as well as to the area leader (Director of Service or other). Participates in sales opportunities, such as contract renewals and assisting with promoting and implementing revenue programs. Aware
Qualifications/Requirements:
Bachelor's degree, Electrical Engineering, Electrical Engineering Technology, equivalent education or Associates Degree with minimum of 5 years experience servicing electronic equipment, or a High School Diploma/GED and 12 years experience servicing electronic equipment. Highly motivated team-player Demonstrated ability to train/mentor peers Prior project or technical leadership experience and exceptional interpersonal skills Strong customer-service skills with at least 3 years experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment in the Healthcare Industry Strong written and verbal communications skills with the ability to communicate complex technical issues in an easy to understand manner.
Additional Eligibility Qualifications:
Desired Characteristics:
Experience interfacing with both internal team members and external customers as part of a solution based service process. Change agent and process oriented with the ability to drive improvements in efficiency Knowledge of Healthcare marketplace.
