Job Information
GE HealthCare Service Delivery Leader, Southern Africa in Johannesburg, South Africa
Job Description Summary
Southern Africa Service Delivery Leader is Responsible for driving customer satisfaction, problem resolution, operation excellence through the coordination of resources and efforts among, and between, multiple GE and internal/external customer project teams.
Job Description
Roles and Responsibilities
Key responsibilities/essential functions include:
Ensuring ongoing customer satisfaction by efficient planning of field operations and timely resolution of customer issues
Working with appropriate internal and external stakeholders to drive operational excellence by facilitating internal communication and ensuring internal processes are leveraged
Developing knowledge of customer business goals, processes and success measures to act as internal resource of information about the customer (contact information, overall customer temperature, “hot” issues, etc.).
Working with the Channel Partners to set up sustainable service delivery structures, resourcing and capacity building to provide corresponding service to indirect customers.
Operationalizing the indirect service support teams
Plan, manage and report continuous improvement projects together with the process owners
Developing productivity initiatives/projects to reduce cost, improving competitive advantage and managing & coordinating cross functional teams together with suppliers in order to realize productivity projects
Preparing and tracking the action plan showing steps, responsible people, timeline/s, align and ensuring deployment with related stakeholders accordingly, and maintaining actions to be realized to achieve savings
Achieving Key Performance Indicators (KPIs) and ensuring compliance with Standard Operating Procedures (SOP’s) on a daily basis
Developing and executing local spare part strategy. Establishing a smart service inventory in line with Global Parts Team’s strategy and ensuring availability of parts in local warehouses
Overcoming roadblocks to ensure shipment is made in line with internal and external customers’ requirements
Managing installation and field tool inventory & calibration process
Optimizing the utilization of service resources from Field teams, Service center and logistics teams
Driving the digitalization of service delivery processes to customer through MyGEHealthCare Experience.
Required Qualifications
Bachelor’s Degree
Experience in Operational or Program Management Experience in service, technology or operations, preferably in Healthcare Business
Strong analytical and quantitative skills
Experience on statistical and/or data management tools
Excellent verbal, written, and communication skills
Demonstrated ability to motivate others and achieve results
Change agent with strong credibility and influence in the organization
Customer-focused in defining quality and establishing priorities
Proficient in the soft skills necessary to be an effective program manager
Proven leadership and effective decision-making capabilities
Ability to monitor and manage critical path elements of consolidated projects
Ability to make executive level presentations (internal and external)
Demonstrated experience in leading multicultural and remote teams
Inclusion and Diversity
GE HealthCare is an Equal Opportunity Employer where inclusion matters. 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.
Behaviors
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.
Total Rewards
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.
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Additional Information
Relocation Assistance Provided: No