Field Service Coordinator

5 months ago

Mascot, Australia GE HEALTHCARE Full time

**Job Description Summary**: This role is responsible for coordinating, planning, and scheduling of maintenance activities of GE Healthcare’s (GEHC) extensive range of medical equipment. Working closely with internal partners and customers, the incumbent will ensure effective maintenance strategies are implemented, while proactively managing changes to the planned work schedule in accordance with customer demands, priority levels and capacity changes.

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.

Partner with Service Delivery Managers (SDM) to ensure effective planning and scheduling of GEHC customer assets for all Preventative Maintenance (PM), Field Medical Instructions (FMI) and non-urgent Corrective Repairs (CR) by:

- Extracting and analysing data from multiple systems to develop the asset maintenance schedules and plans that ensure GEHC customer assets are maintained in-line with technical specifications, customer expectations and contractual commitments
- Proactively communicating with customers, pre and post scheduled tasks to confirm availability of assets for servicing, and satisfaction on completion of work performed by GEHC Field Engineers (FE’s)
- Working with FMI, QA, training, and projects teams to ensure requests for FE support are planned and scheduled consistently, and are always visible in the FE schedule
- Liaising with field leaders and engineers to ensure maintenance schedules are managed to maximise utilisation and minimise site visits
- Ensuring all tools and travel requirements have been confirmed to ensure the FE is enabled to complete the service once on-site
- Participating in regular meetings with field service leaders to review current progress and priorities, and agree action plans and interventions required to ensure quality and timeliness of delivery
- Rescheduling or cancelling jobs as agreed with the field teams, ensuring compliance with GEHC policies and procedures

Ensure the accuracy of GEHC systems and data relating to field planning and scheduling practices and an ongoing focus on continuous improvement by:

- Working with the SDM to proactively identify data cleansing opportunities and co-ordinate cleansing activities with the appropriate teams
- Proactively identify, develop, and implement process improvement opportunities
- Liaise with engineers and the SDM to manage all FE's day to day calendars to plan all scheduled tasks (PM, FMI, non-urgent CR)
- Assist the SDM and Customer Support Centre (CSC) with resourcing for urgent CR’s, while re-arranging resources and schedules to ensure prompt rectification by providing regular and effective communication updates to the customer
- Collate and present data to allow visibility of the current status and trends towards on time servicing
- Ensure source systems are updated
- Attend planning meetings for Installs, QA, FMI's to ensure effective and efficient planning
- Working with the SDM over time to develop the role to be the hinge point for all servicing activities

Compliance
- Adhere to and uphold highest standards of compliance to relevant international and local Regulatory and GE Healthcare Promotional Codes
- Adhere to all applicable GE and GE Healthcare compliance policies, codes, and training requirements
- Identify and report any quality or compliance concerns and take immediate corrective action as required

Quality Specific Goals
- Complete all planned Quality and Compliance training within the defined deadlines
- Maintain knowledge of and understand all applicable Global and Regional Privacy and Anti-Competition Policies and operate within them to ensure that no company policy or Local/ Int’l Law is broken
- Maintain knowledge of and understand all applicable Environmental Health Policies (including but not limited to GE Healthcare EHS Policies, GE Healthcare Fleet Rules, etc.) and operate within them to ensure that no company policy or local / Int’l Law is broken
- Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System

**Qualifications and Experience**:

- High level of proficiency in service CRM and asset maintenance planning and scheduling tools
- Knowledge of SalesForce and ServiceMax are highly desirable but not essential - on the job training will be provided
- Experience working within a complex, high volume, and fast paced customer service environment
- Proven ability to resolve issues, conflicts and competing priorities in high pressure and stressful situations
- Experience with data analysis and reporting
- A calm and analytical approach to problem-solving (ability to manage and resolve conflict,

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