Senior Operations Manager

4 days ago


Bengaluru, Karnataka, India GE HealthCare Full time
Job Description

The South Regional General Manager, Service Operations plays a crucial role in executing service operations across the South region of India and South Asia. This is a senior leadership position that oversees a team of experienced Service Managers. As a customer-facing role, you will ensure timely and satisfactory service delivery to customers. Key performance metrics include CSAT, installation and corrective repairs, remote fix, on-time fix, productivity, and optimal resource utilization.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. We encourage our employees to turn their ideas into reality and make a difference in the world.

Responsibilities:
  • Drive customer satisfaction by ensuring maximum uptime of equipment and achieving a CSAT rating of >95%.
  • Maintain and enhance relationships with customers through regular visits and structured quarterly business reviews.
  • Lead operational execution and achieve business metrics, including predictable and accurate forecasting, cash collection management, revenue growth, and field engineer productivity.
  • Drive operational field teams with a quality mindset, aiming for first-pass yield rates >95% and zero misses on regulatory operational steps.
  • Execute on-time and leaner field maintenance initiatives, achieving the shortest time for breakdown fixes with fewer site visits.
  • Partner with the Healthcare Project Management team to deliver a flawless customer experience, achieving a CSAT rating of >98%.
  • Achieve 100% compliance for field engineers' parameters, including productivity, overlapping hours, and adequate hours accounting.


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