Product Service Director

Product Service Director, India & South Asia

Job Description SummaryProduct Service Director, India & South Asia (ISA), is responsible for product service strategy and operations across the ISA zone, driving standardization, implementation of consistent and simple processes, leading product, technical operations, connectivity and training excellence teams, in alignment with the International product teams, without compromise on safety for patients and employees. Product Service Director shall play a key role connecting the International product, services and engineering teams with the local teams at the zone and LCT (Local Customer Team) level ensuring timely and proper deployment of NPIs within assigned products, and product quality issue resolutions, productivity and EOL(End Of Life) programs. Product Service Director leads CSO (Customer Satisfaction Opportunity)and technical escalation resolution process to improve customer experience. The role shall partner with the Service Sales & Sales team for capturing the right service costs, and innovating to be able to win in the market & grow the zone sales.

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

• Own the resolution of post-sales technical customer issues. Level 1,2,3 Technical Support – Resolves post sales Technical Issues. As the technical depth required to resolve an issue increases, the "level" of skill set increases. For some products one individual may handle levels 1,2 and 3 while for other products these may be separate individuals with increasing skill sets.

• Develop a world-class service product organization and operations, supporting the needs of the field service teams, channel partners and customers.

• Lead technical operations, service product management and training teams with employee safety in the front and center.

• Deploy global VCP initiatives, define and drive local product VCP initiatives. Drive and develop operational excellence, cost control measures and process improvements.

• Optimize zone technical support structure across LCTs in alignment with International Product Service teams.

• Lead Technical and Operational Training Processes.

• Collaborate actively with the Service Delivery Excellence Director to drive capacity and workforce planning initiatives and field effectiveness programs, fully aligned with Safety First imperatives.

• Lead connectivity, remote fix, power & grounding and implementing digital services programs across International.

• Drive NPI Excellence, readiness and on time deployment of training, documentation, serviceability, spare parts through multifunctional coordination with different functions.

• Proactive handling of CSO and Field Technical escalations that require support beyond zone teams.

• Own product and parts quality issues from reporting to resolution.

• Support Service Delivery team in deploying FMI (Field Modification Instruction) projects and supporting EOL processes.

• Own planning and execution to Tool management in the zone

• partner with Service sales and sales for driving growth strategy in the zone.

Required Qualifications

• This role requires significant experience (>20 years) in the Services & Technical Support.

• Knowledge level is comparable to a Master's degree from an accredited university or college ( or a high school diploma with relevant experience).

Desired Characteristics

• Strong oral and written communication skills.

• Strong interpersonal and leadership skills.

• Demonstrated ability to analyze and resolve problems.

• Demonstrated ability to lead programs / projects.

• Ability to document, plan, market, and execute programs.

• Established project management skills.

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 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.

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.

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Additional Information

Relocation Assistance Provided: Yes

Experience LevelExecutive Level

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