Service Operations Specialist Wa

6 months ago

Perth Eastern Suburbs, Australia GE HEALTHCARE Full time

**Job Description Summary**: The Service Operations Specialist reporting to the Service Delivery Manager (SDM) is responsible supporting field engineers and customers to perform the day-to-day maintenance and repair of medical equipment. This role is responsible for clearing roadblocks, providing visibility, gathering business support to enable seamless service delivery, customer and field experience. It is important the Service Operations Specialist promotes a strong culture of collaboration between the sales, technical, operational and support teams and to achieve optimal customer service delivery, with a focus on maintaining a strong communication pathway with customers.

The Service Operations Specialist will ensure the field team is supported by removing noise and ensuring the resources (parts, tools, remote support) are available when needed. Exceptional influencing skills will be required to tie in and draw resources from across the business to support the customers and field. The Service Operations Specialist will have excellent communication skills and keep customers, account managers, SDM and other stakeholders always updated on critical actions.

The Service Operations Specialist is the key interface between the customer facing field teams and the wider business and will ensure the smooth running of day-to-day activities.

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.

**Responsibilities**:
**Leadership**
- Collaborate with peers in the Service Organisation, Functional and Sales teams to drive and execute on key business priorities and drive a customer first approach to resolving issues.
- Assist SDM to maintain business operations, produce reports tracking team performance against key performance indicators, relevant metrics and Team Priorities
- In conjunction with the Field service coordinator monitor utilization and optimization of resources
- Be involved in team’s development and liaise with SDM for timely execution of Operational development
- In conjunction with the Field service coordinator ensures timely execution and completion of field modification instructions (FMIs) and PM inspections and compliant documentation
- Championing and leading productivity initiatives through the involvement in operational projects
- Promotes and creates a positive safety culture amongst the team

**Customer Support**
- Support the SDM to develop key customer relationships ensuring customer satisfaction
- Drive processes for timely escalations - Customer Satisfaction Opportunities (CSO)

**Operations Rigour**
- Drive adherence to field processes such as parts ordering and return, Dead On Arrival, Service Request (SR) rigour, primary FE/site alignment, On Call and Overtime management
- Lead initiatives to improve overall speed and quality of response to customers.
- Work with Project Management Officer (PMO) on installations and ensure timely delivery of system to customers.

**Talent development, training and workforce planning**
- Regularly provide updates, including regular communication to the business via various written, recorded, live presentations / updates to ensure visibility of the function across region.

**Compliance**
- Create and drive a culture of safety and compliance within the team.
- Implement programs like safety inspection, Take 2, defensive driving etc. to drive safety awareness to meet and exceed our employer obligations for our staff.
- Partner with Quality Assurance, Regulatory Affairs, Product, PMO and Service team to drive traction on the topics including but not limited to:

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

**Quality Specific Goals**:

- Complete all planned Quality and Compliance training within the defined deadlines.
- Identify and report any quality or compliance concerns and take immediate corrective action as required.

**Healthcare Sector Australia - Vaccine for Preventable Diseases**
- Australian States have mandated or are intending to mandate that contractors who enter healthcare sites must be able to provide evidence of vaccination for vaccine preventable diseases (VPDs) prior to working at their premises.
- GE Healthcare does have an EHS Medical Services Program. We have an immunisation and vaccination program covering any GE Healthcare employee who is required to enter a site and conduct work where there is the likelihood of potential exposure or acquisition through respiratory means to VPDs.
- To ensure your risk is minimised, you may be required to provide evidence of immunity/vaccination prior to commencing with GE Healthc

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