**Job Description Summary** The Customer Advocacy Leader role helps ensure client retention and sets the foundation for growth. This role owns the “Customer Satisfaction Opportunity” CSO process wing to wing for his/her geographical region: from assessment to creation, definition, implementation, monitoring and closure. This is a remote role and will need to support multiple time zones. GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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. **Job Description** **Responsibilities** + Project management of customer issues escalated beyond the standard processes. + Monitor for the submission of new issues from Service, Commercial partners, or directly from the customer and designate the issue type and customer temperature. + Drive ownership and sense of urgency to resolve customer issues throughout various levels of the organization. + Utilize defined Customer Service recovery techniques to de-escalate situations and reduce customer temperature to regain customer trust. + Manage multiple customer issues at any given time to meet action plan commitments. Communicate with the customer (as needed) and the local team, initiate, and facilitate meetings with cross functional team members to move the CSO toward resolution. + Identify and engage the appropriate resources with GEHC to resolve customer issues as quickly as possible. + Coordinate resources upon resolution of the customer issues to identify root cause. + Facilitate solutions to real time meet the needs of the customer issue escalation. + Manage hierarchical escalations purposefully. + Act as information liaison between Installed base, SBUs, Engineering, Sales/Service regarding customer concerns and feedback. + Make follow up calls after closure of CSOs to customers to proactively drive customer satisfaction. + Provide regular visibility on status/ key issues. Lead operating mechanisms to monitor execution/escalate issues. + Serve as point of contact to coordinate communication wing to wing during issue escalation and resolution from customer to account team to GEHC leadership. + Participate in continuous improvement of the process, time to resolve, etc. + Provide process improvement recommendations to drive speed, metrics within CSO and FMI processes. + Build and sustain a community with the other CALs, sharing best practices, identifying issues and driving improvements. + Utilize tools, templates and communication strategies to ensure issue documentation Salesforce.com is current, complete and accurate. + Cover peer case load during scheduled absence as needed. **Qualifications** + Bachelor’s Degree in Nursing, Business, Engineering or related degree or equivalent work experience + Proven field experience working with GEHC Customers + Demonstrated knowledge of GEHC products + 5 years of experience and knowledge of GE Healthcare customer support processes (e.g. Sales, Installation, Applications, Service, Quality) + Excellent customer service skills + Excellent communication, influencing and problem-solving skills with peers, leaders, and cross functional team members + Demonstrated project management skills, including prioritization and organizational skills + Meeting facilitations skills, including setting an agenda, and establishing a who, what, when type action plan + Demonstrated ability to deliver results while working on multiple projects simultaneously, balancing resources, timing, and quality of outcomes + Exceptional written and verbal communication skills + Ability to work across multiple time zones + Proficiency in Microsoft Outlook, Excel, and PowerPoint + Must be willing to travel up to 10% of time if needed **Desired Characteristics** + Previous work experience with SalesForce.Com + Clinical or Technical experience in a hospital setting + Responsive and willing to take ownership of issues and drive solutions + Demonstrated customer empathy while resolving issues + Collaborative spirit and ability to maintain composure during difficult customer interactions + Excellent influencing skills and ability to gain buy-in for initiatives across a global team + Demonstrated conflict-resolution skills + Self-starter, energizing, and decisive + Clear thinking: simplifying strategy into specific actions with clear accountability, making decisions with speed and accuracy based on best available information, and communicating priorities clearly and concisely 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-KG1 \#LI-Remote **Additional Information** 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:** No