Service Delivery Manager

8 months ago

Hawthorn, Australia GE HEALTHCARE Full time

**Job Description Summary**: The Service Delivery Manager (SDM) leads a team of engineers managing the maintenance and repair of medical equipment. The role involves optimizing resources for integrated service delivery and customer experience within their allocated areas. In doing this the SDM will foster collaboration between sales, technical, support, and operational teams ensuring a seamless customer experience. The SDM is responsible for compliance with local laws, regulatory requirements, EHS, and quality policies, along with sharing best practices. The SDM manages operational costs and identifies cost-effective strategies to meet customer service and financial targets in their region.

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.
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**Responsibilities**:
**Leadership**
- Sets the vision and operational tactics to develop and build a leading Field Operations team, across the various product modalities.
- As an integral part of ANZ Services team, lead and participate in local, regional and global initiatives and projects over and above the role as needed or required to help drive culture, quality and velocity for our customers and front-line teams.
- Actively seek out market and customer drivers to ensure the business adapts quickly and capitalises on shifting trends in Service delivery.
- Coach, manage, mentor and influence individuals and team directly or indirectly, to drive overall accountability, ownership, and progress against goals.
- Ensure team has the right talent, operational structures, and ownership in place to lead, coach and develop Service field teams to deliver outstanding customer experience.
- Create operating mechanisms to ensure the right metrics are in place which reflect the health of the teams and ensure an operating rhythm is in place with the individual team members to review exceptions and address outliers in a timely manner.
- Collaborate with peers in the Service Organisation, Functional teams and Sales teams to drive and execute on key business priorities and drive a customer first approach to resolving issues.
- As part of the role, you will unlock the potential in your people and contribute to their ongoing improvement and growth.

**Customer Support**
- Utilise and drive financial, operational, and customer-centric metrics which demonstrate the health of the Field Operations delivery model in supporting our customers and financial commitments to the business.
- Develop and manage professional relations with key customers to deepen understanding of customer challenges and needs in order to provide solutions
- Work with Technical Operations Leader, Service Operations Specialist and functional teams to drive detailed investigations and actions for customer satisfaction opportunities and continually implement process changes to improve customer satisfaction.
- Work with supporting teams such as Service Support Operations Centre, Logistics, PMO, Applications, Sales, and Product Specialists to ensure processes are in place to manage successful and timely hand-offs between teams and customer experience is seamless and positive.
- Lead the collaboration with Sales team on customer communication, escalations, and opportunities for through life support activities of customers equipment.
- Supporting the commercial activities for key accounts by providing account-based feedback via the Field teams which assist GEHC to better meet the needs of customers.
- Support tender and request for quote submissions as required.

**Operations Rigour**
- Drive processes for timely escalations - Customer Satisfaction Opportunities (CSO), Quality PQM, Part returns, Dead On Arrival. Lead the region by ensuring representation from a technical and field standpoint for any global / regional calls related to quality / CSO’s.
- Lead adherence to field processes such as parts ordering and return, Service Request (SR) rigour, primary FE/site alignment, On Call and Overtime management, Tools and Test Equip compliance and calibration etc.
- Lead initiatives to improve overall speed and quality of response to customers.
- Lead processes to complete customer servicing in a timely manner adhering to the mandatory quality and compliance procedures.
- Work with Project Management Officer (PMO) on installations and ensure timely delivery of system to customers.
- Implement new tools and processes as required to drive efficiency and effectiveness.
- Participate in overall operating mechanisms and metrics with the view to drive operational rigour in the organisation, spanning all areas of the operation including but not limited to field efficiency, customer satisfaction, productivity, back-office efficiency, financials, and quality.
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