Ccs Technical Support Leader

2 weeks ago

Mascot, Australia GE Healthcare Full time

Job Description Summary:

The CCS (LCS and US) Technical Support Leader is responsible for leading the technical support function for customers and field teams to minimise the customer events at each site through constant analysis, field interventions to rectify corrective repairs with urgency and effectiveness, whilst maintaining a disciplined cost management approach to repairs.

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.


Essential Responsibilities:

  • Lead a team of modality (product) experienced engineers to manage technical support calls / notifications / work orders from customers and field engineers across all ANZ's time zones.
  • Mentor and coach the team, strengthen the necessary capabilities within the team to develop a best in Technical Support function in ANZ which is a competitive advantage in the ANZ market;
  • Learn and leverage best practices for a Technical Support and Case Management across GE and other industry sectors and deploy these tactics & operational practices into the business
  • Develop a support strategy, in conjunction with the Field Operations Leaders and Services Operations teams, to minimise customer downtime for their GE assets and track improvements made over time for communication to customers.
  • Implementing a Case Management approach for hard down systems by modality. This includes supporting the information flow, tracking processes and procedures which assist the field teams in decision making with workload and task prioritisation to support customers
  • Work seamlessly with the GE1 call centre, planning team and the Global Spare Parts Organisation teams to coordinate responses to hard down events
  • Develop a specific Game Plan for the resolution of a specific hard down / corrective repair event. Capture and dissemination of technical and nontechnical information to communicate to the Field Engineering teams that will enable a corrective repair to occur in line with contract entitlement.
  • Track and measure progress of the corrective repairs in each modality and conjunction with the Service Deliver Managers and Field Operations Leaders deploy and manage a formalised escalation processes to ensure relevant technical and nontechnical support to the field teams.
  • Lead and participate in workouts, with the support of the Service Operations Specialists for example: Analyse modality (product) hard down events / corrective repairs fix times, material & labour usage and quality and implement tactics and actions to improve on these results, Track and implement actions to improve first call resolution rates
  • Participate and deploy initiatives to reduce part & labour consumption including tactics
  • Support the field teams in managing customer communications for hard down events, including the appropriate engagement and monitoring tactics to retain IB and positively impact the customers experience with GE.
  • Support New Product Introduction & End of Service Life programs in partnership with modality and commercial teams, including leading the projects and programs to prepare for all NPI's.
  • Lead network connectivity projects across the Services organization such as
  • Develop and implement plans for ensuring adequate capacity in the Online Engineering / Technical Support areas, including partnering with Field Operations Leaders on building capability to support critical technical roles
  • Develop plan for building team's IT, technical & connectivity knowledge to drive greater system connectivity
  • Lead introduction of new connectivity tools to ANZ for customers and field teams
  • Set up/implements regular and ad hoc meetings to track results or identify improvement opportunities. Develop and communicate appropriate metrics and reports which provide important information to manage the business
  • Provide remote and onsite technical support to internal and external customers
  • Regularly provide updates to the team on company, region product strategies and customer insights.
  • Lead initiatives to ensure team engagement and motivation levels remain high.
  • Partner with Human Resources Manager to drive performance development within the team, providing a regular operating mechanism of feedback, coaching and managing the annual appraisal system.
  • Create and drive a culture of safety and compliance in the team; Create and implement programs that drive safety awareness as required

Required Qualifications and Experience:

  • Minimum 10 years' experience in an operational role in service, project, field service or operational environments
  • Minimum of 5 years' management / people leader experience in leading technical teams
  • Solid proficiency in computer skills in Microsoft Office Suite product

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