Service Delivery Manager

7 months ago

Adelaide CBD, Australia GE Healthcare Full time

**Job Description Summary**: The Service Delivery Manager (SDM) is responsible for leading a team of engineers who perform the maintenance and repair of medical equipment. The SDM will coordinate and assign work duties to ensure customer requirements are met in order to minimise the impact to care delivery while equipment maintenance is performed. It is important the SDM promotes a strong culture of collaboration between the sales, technical and operational teams and to achieve seamless customer service delivery while maintaining a strong communication pathway with customers.

The SDM is responsible for ensuring the team’s compliance with all relevant local laws, local regulatory requirements, EHS and quality policies and shares best practices across the wider ANZ services teams. The SDM is required to manage service operational costs across their region and identify cost-effective service delivery strategies to achieve customer service & financial targets.

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.

**Key responsibilities include (but are not limited to)**:
**Operations and Leadership**
- Manage all aspects of Field Engineer (FE) utilisation and productivity, including;
- Demand vs capacity planning, labour utilisation and overtime, on-call rostering and coverage & annual leave
- Administration and debriefing
- Inventory
- On-time and within budget install completion
- Day to day management of FMIs, expense approval, field inspections and escalate issues as required to the Management team.
- Be actively involved in change projects that impact the FE team and ensure seamless implementation of any changes for the FE team
- Continue to influence the increase in remote connectivity and field remote fix rate.
- Liaise / consult with the OLE team to ensure equipment connected to allow remote support.
- Liaise / consult with the Regional Support Engineer to ensure FE’s have the right skill sets for the tasks at hand, and to ensure fast resolution of escalations
- Liaise with PMO to ensure seamless and on time on budget installations
- Work with the GE1 Planning team to ensure resources are allocated efficiently
- Maintain clean install-base data and liaise with Service commercial team to maintain sanitised contract data on quarterly basis.
- Drive non-contract revenue in collaboration with the Service commercial team.
- Share best practices with other Service Delivery Managers
- Ensure all test equipment and tools are managed correctly and where issues arise, identify and implement fixes. Escalate to Service Leader as appropriate.
- Monitor FE licensing requirements, ensuring they remain up to date and compliant.
- Lead or participate in local (ANZ) initiatives and projects as needed or required to help drive consistency and reliability for our customers and front-line teams.
- Lead initiatives to ensure team engagement and motivation levels remain high.
- Collaborate with peers in the Service Organisation, Functional teams and Sales Leadership teams to drive and execute on key business priorities and drive a customer first approach to resolving issues.
- Prepare and communicate reports as required that share the performance of the team against the prevailing metrics being focused on. E.g. First Call Resolution, Time to repair

**Safety and Compliance**
- Create and drive a culture of safety and compliance within the team by;
- Completing all required safety inspections on time
- Including a safety topic in team meetings
- Encourage near miss reporting and follow up and correct any wide
- spread deviations

Manage the following including but not limited to:

- Install and Site Readiness checklists
- Radiation and Electrical licensing
- Electrical Safety compliance
- FMI process execution
- SR Quality (CHU)
- Tools & Test Equip calibration and compliance

**Customer Relationships**
- Develop key customer relationships and develop a deep understanding of the challenges our customers are faced with in order to provide solutions.
- Manage customer expectations and escalations in timely manner by coordinating the technical response to address & resolve these issues.
- Visit key customers in accordance with the relevant regional plan and in collaboration with the Field Service leader

**Team**
- Coach and mentor SFEs and FEs on process improvement, soft skills, iCommunicate and other related methodologies.
- Develop and maintain individual training plans for each engineer covering technical and non-technical learning
- Partner with Human Resources Manager to drive performance development within the team as required, provide a regular operating mechanism of feedback, coaching and managing the mid-year and annual appraisal system.
- Create

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