Job Description SummaryThe Service Operations Specialist reporting to the Service Delivery Manager (SDM) is responsible 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, gathering business support to enable seamless service delivery, customer and field experience. It is important the Service Operations Specialist promotes a strong culture of collaboration between the sales, technical, operational and support teams and 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.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. 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.

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Job DescriptionResponsibilities

Leadership

Collaborate 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 team’s development and liaise with SDM for timely execution of Operational development

In conjunction with the Field service coordinator ensures timely execution and completion of field modification instructions (FMIs) and PM inspections and compliant documentation

Championing and leading productivity initiatives through the involvement in operational projects

Promotes and creates a positive safety culture amongst the team

Customer Support

Support the SDM to develop key customer relationships ensuring customer satisfaction

Drive processes for timely escalations – Customer Satisfaction Opportunities (CSO)

Operations Rigour

Drive 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 planning

Regularly provide updates, including regular communication to the business via various written, recorded, live presentations / updates to ensure visibility of the function across region.

Compliance

Create 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.

Healthcare Sector Australia - Vaccine for Preventable Diseases

Australian States have mandated or are intending to mandate that contractors who enter healthcare sites must be able to provide evidence of vaccination for vaccine preventable diseases (VPDs) prior to working at their premises.

GE Healthcare does have an EHS Medical Services Program.  We have an immunisation and vaccination program covering any GE Healthcare employee who is required to enter a site and conduct work where there is the likelihood of potential exposure or acquisition through respiratory means to VPDs.

To ensure your risk is minimised, you may be required to provide evidence of immunity/vaccination prior to commencing with GE Healthcare in such locations where it has been mandated. Equally you may be required to provide evidence of vaccination post-employment, in the event that further sites mandate this requirement.

Required Qualifications

Bachelor’s degree or equivalent (advanced trade with 10yrs + 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.

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.

Flexible working options and flexible hours

Competitive salary

5 weeks leave (ask about \"take 5\")

Generous leave & family policies

Long term career opportunities (locally and globally)

Generous discounts for goods & services via our employee benefits program (think travel, entertainment & shopping!) *This was recently rated as one of our employees favourite benefits!

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.

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