Job Description SummaryThe Senior Manager of Support Services is responsible for leading the Solutions for Enterprise Imaging (SEI) Level 1 support operations team for US and Canada customers, ensuring the delivery of exceptional customer service and technical support. This role involves strategic planning, management of support queues and KPI attainment, customer satisfaction, team development, and process optimization to enhance overall service quality and efficiency.
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Job Description

Roles and Responsibilities:

Serve as the people leader for 10 or more customer-facing remote support services personnel for radiology and cardiology enterprise imaging IT solutionsOversee the daily operations of the support services team, ensuring timely and effective resolution of customer inquiries and issues. Provide both proactive and reactive support for a customer base in the US and Canada, available 24/7/365.Develop and implement strategies to enhance support processes, improve customer satisfaction, and drive operational efficiency.Establish and monitor key performance indicators (KPIs) to assess team performance, service levels, and customer satisfactionAct as the primary point of contact for escalated customer issues, ensuring prompt and effective resolution while maintaining strong customer relationships.Collaborate with product development, engineering, and sales teams to align support efforts with organizational goals and customer needs.Analyze support data and trends to identify areas for improvement and implement best practices in support service deliveryLead, mentor, and develop a team of support professionals, fostering a culture of collaboration and high performanceProvide advanced technical support and guidance during critical escalations, leveraging deep knowledge of products and systemsDrive a culture of customer obsession and continue to build relationships with key customers.Communicates effectively with internal and external stakeholders, providing regular updates on Support priorities, challenges, and outcomes; fosters strong relationships with key stakeholders to ensure alignment.Use judgment and analytical thinking to propose solutions outside of established parameters to address complex manufacturing processes with technical variety and interdependent production cycles. Leverage technical experience and consult multiple internal and limited external sources to arrive at decisionsAct as a resource for colleagues with less experience. Explain information and develop skills to help team members reach consensus on topics within the field. Convey performance expectations and handle sensitive issues as needed

Required Qualifications:

Bachelor's degree from an accredited university or college (or a high school diploma/GED with at least 6 years of experience in relevant job family groups/functions).5 years of management experience managing radiology and/or cardiology IT enterprise experience Support Services organization.Demonstrated ability to establish and maintain effective queue management to meet customer expectations and SLO and SLA obligations.Proven ability to drive root cause analysis and systemic improvements in customer experience and support KPIs.Knowledge of best practices and how one’s area integrates with others; awareness of competition and differentiating factors in the market.Ability to facilitate and coach technical resources through complex problem resolution and customer communication, aiming to speed resolution and minimize escalations.Executive communication and presentation skills, with a proven track record in successfully managing customer relationships and complex problems.Excellent leadership and people development skills, with a servant leadership style.Strong presentation, oral, and written communication skills; exceptional interpersonal and leadership abilities.Proven track record of driving process improvements and ensuring compliance.

Must be willing to travel up to 25%

For U.S. based positions only, the pay range for this position is $115,360.00-$173,040.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer. 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

Application Deadline: December 23, 2024