Service Delivery Manager

3 days ago

Parramatta, Australia GE Healthcare Full time

**Job Description Summary**: As Service Delivery Manager (SDM) for the NSW region you will be responsible for leading a team of engineers who perform the maintenance and repair of medical equipment. This role is responsible for optimising the use of resources to drive integrated service delivery and customer experience, within the sub segments and modalities.

It is important you promote a strong culture of collaboration between the sales, technical and operational teams and to achieve seamless customer service delivery, with a focus on maintaining a strong communication pathway with customers.

Importantly you will ensure 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. You will manage service operational costs across your 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 mission 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**:

- 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.
- 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.
- Implement processes to provide remote, as well as on-site support to customers via the FE teams. Ensure teams are adequately trained to deliver these services and work with Online Engineers (OLE), and Modality Engineers to formulate a robust plan for the ANZ Imaging business.
- 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.
- Drive 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.

**About You**:
We are looking for a commercially and technically astute individual that has senior level experience in the healthcare industry, operations and service environment. GEHC is always transforming so you need to be a leader who is comfortable with change and who can provide a supportive and encouraging environment for their teams through ongoing evolution.

Most importantly, you will be an exceptional leader, with a true coaching mindset, people naturally want to follow you and be mentored by you to succeed. As an integral part of the Australia and New Zealand Services team you will help drive culture, quality and velocity for our customers and front-line teams.

Your communication skills will be pivotal to your success. You understand how to influence others both verbally and in writing, and you are flawless at knowing how to communicate at all levels of an organisation.

Working closely with Field Operations Leader and we expect you to embody our Leadership Behaviours: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership - always with unyielding integrity.

**Qualifications and Experience**:

- Bachelor’s degree or equivalent (advanced trade with extensive experience)
- Technical leadership, operational or management experience in an engineering/ IT or technical discipline
- Experienced in Field Service
- LEAN/Six Sigma green belt certification (or higher) desirable
- Demonstrated experience leading multi-functional teams in a broad geographic area to achieve business goals
- Prior experience leading and coaching
- Demonstrated Lean / Six sigma experience within an operational context.
- Excellent verbal and written communication skills in local language as well as good command of English
- Ability to travel, sometimes on an adhoc basis
- Compliance with vaccination mandates

GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, colour, reli

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