South Regional General Manager, Service Operations

7 days ago

Bengaluru, Karnataka, India GE HealthCare Full time
Job Description

Job Description Summary

South Regional General Manager, Service Operations, is responsible for the execution of the service operations across the South region of India and South Asia. This is a senior leadership role which leads a highly experienced team of Service Managers. A customer facing role which fulfills service needs of customer passionately on time and at all times. Deliver on service operations metrics such as CSAT, installation and corrective repairs, remote fix, on-time fix, productivity, and optimum utilization, as defined from time to time.

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

Job Description

Roles and Responsibilities:

- Strive for customer delight to ensure that GE HealthCare is the preferred partner of choice for all new and repeat purchases by offering maximum uptime of equipment, aiming for CSAT >95%.
- Maintain and enhance relationships with customers on an ongoing basis through customer visits and structured QBRs involving CFTs
- Responsible for driving operational execution and achievement of business metrics, ensuring predictable and accurate forecasting, and partnering with service sales for cash collection management, revenue, and Field Engineer productivity.
- Drive operational field teams with the utmost quality mindset, aiming for FPYs >95% and zero misses on regulatory operational steps. Maintain and achieve the highest standards of operational quality, affirming ISO standards
- Execute on-time and leaner FMIs, achieving the shortest time for breakdown fixes with fewer visits to customer sites. Must have a digital mindset to drive operational efficiency through BB connectivity, remote fixing, and managing field operations fleets closer to customers
- Partner with the Healthcare Project Management team for a flawless installation customer experience, delivering CSAT >98%
- Attain 100% compliance for Field Engineers&apos parameters such as FE productivity, reducing overlapping hours to zero, and ensuring adequate and compliant FE hours accounting
- Act as a mentor/coach to high-performing teams, resolving their issues on time by interfacing with CFTs. Guide teams for career progression, retaining them within GE HealthCare
- Promote a safety and EHS mindset by following Leader Standard Work in letter and spirit. Ensure 100% inspection completion prior to due dates, 100% EHS training compliance, lead and conduct safety committee meetings, and raise stop work and near-miss concerns when necessary. Adherence to radiation safety is a must
- Drive and execute regional material productivity efforts, exceeding/delivering targets through field engagements and technical team collaboration
- This role requires extensive travel and a solution-oriented mindset to resolve all challenges
- Maintain and propagate a compliance culture through interaction with the field team, leveraging town halls and LCT meetings

Qualifications & Experience

- Bachelors Degree with 15+ years of overall experience
- At least 5+ years of operational or program management experience in service, technology, or operations, preferably in the healthcare business
- Minimum 10 years of progressive work experience in a business environment
- Strong analytical and quantitative skills
- Experience with 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

Desired Qualifications

- Green Belt / Black Belt certified or familiar with Six Sigma quality concepts and tools
- Knowledge of ISO 13485 and CE Mark requirements

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.

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 youd expect from an organization with global strength and scale, and youll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

Disclaimer: GE HealthCare will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide employment with GE HealthCare. If you suspect you have received a fraudulent call , please fill out the form below: https://www.ge.com/careers/fraud

Additional Information

Relocation Assistance Provided: Yes

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