"Alerted.org

Job Description Summary

The Area Service Leader role is responsible to implement the service strategy for the specific site/or specific local geographic area. This role will drive the achievement of all operational and commercial business objectives through leading and coaching a mix of technical teams that may consist of Biomedical Technicians, Field Engineers, and/or Program Coordinators. This role will partner with the Market Service Director in the market as well as the local commercial account community and other peer management staff for the area in executing on business growth and driving customer satisfaction with our customers. This role will serve as a point of contact for local critical customer issues in matters related to service and customer support for the sites or area of business, they are responsible for. This role is key in developing strong relationships both internally and externally to improve outcomes for customers as well as market and order visibility, market share, and profitability.

This is a remote role where you will work out of your home office as well as onsite supporting customers in the Pensacola/Panama City FL area. The successful candidate needs to have the ability to work from home in a dedicated office space, free from distraction with a high-speed internet connection.

On average as business needs dictate: 2 days home office/3 days onsite at customer locations and/or working alongside the team.

At GE HealthCare, our machines, our software, our solutions, our services, and our people make a genuine difference to medical professionals and patients all over the world. That’s because we never lose sight of what healthcare really needs—the human touch.

Job Description

Key Roles and Experiences

+ Own and manage current customer relationships across a designated sites or territory, ensuring customer success and satisfaction.

+ Driven by an inclusive & diverse culture of focus, ownership & trust, win together and have fun

+ With a lean and safety-first mindset

+ Always with unyielding integrity & compliance

+ Total ownership of install base in the area and contract renewals, partnering with DOS/HSAM to ensure retention of a designated customer list.

+ Ownership of execution on recalls and PM's.

+ Accountable for QPR with Account Community, including, but not limited to (site leads, HSAM’s, DOS’s and the commercial team)

+ Resource (day to day) Planning (vacation, installation, escalated service calls) and CSO Owner ship

+ Ensure understanding of customers organizational and service delivery strategies and desired outcomes for their business. Additionally, understands complex customer infrastructure, applications, and service solutions and issues to ensure customer success.

+ Accountable for driving profitability (VCP, Metrics, T&L, Real-Time closure), delivery and growth of assigned customers. Supports, participates, and drive local VCP initiatives.

+ Support commercial-service targets additional revenue opportunities within the assigned customer base with support from regional leaders.

+ Knows-understands contractual deliverables, execute, and ensure smooth service delivery in line with contractual commitments providing interface between customers. Ensure service delivery meets SLA (Service Level Agreement) targets in line with contractual resolution times.

+ Support strategies with GEHC teams, gain buy in and design and implement customer success plans to drive and help customers realize value from our products to ensure IB retention and viability.

+ Maintain current knowledge of customer environments and industry/tech trends have and to share point of view to influence customer success.

+ First point of contact for rejected calls (CARES or OLC)

+ Manages On-call processes

Required Qualifications:

Bachelor’s degree from an accredited university or college and a minimum of 5 years of direct or indirect leadership experience; OR an Associate’s degree and a minimum of 8 years of direct or indirect leadership experience; OR a High School diploma/GED with a minimum 10 years of direct or indirect leadership experience.

+ Proven experience managing internal and/or external customer relationships.

+ Strong oral and written communication skills.

+ Demonstrated ability to analyze and resolve problems.

+ Demonstrated ability to lead programs/projects.

+ Ability to travel up to 20% for trainings and meetings outside of the local service area.

+ Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Preferred Qualifications:

+ Prior experience managing a Field Service team in equipment maintenance.

+ Healthcare Service or Operational experience.

+ An inclusive leader that builds a connection through personal involvement and trust.

+ Experience leading cross functional teams in matrixed environment.

+ Ability to understand customer issues and drive resolution whether technical or business related.

+ Proven ability to influence and drive change.

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.

\#LI-CLM

\#LI-Remote

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRights\_10\_20.pdf) . 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.

GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

**Relocation Assistance Provided:** Yes