Service Sales Director

Job Description Summary

The Service Sales Leader is responsible for the day-to-day leadership of the Contract Sales team. In this role, you will leverage your coaching skills to achieve commercial growth objectives, including driving profitable Service Contract revenue for the GE Healthcare (GEHC) ANZ business and ensuring a positive customer experience.

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 ResponsibilitiesLeadership

• Achieve or exceed budgeted revenues and profit targets on a quarterly and annual basis for all service contract revenue streams.
• Set the vision, commercial, and operational tactics to develop a strong service contracts team, across the various product modalities to deliver an outstanding customer experience.
• 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.
• Work with the Pricing Specialist, Service Segment Leaders, and Commercial Service Leader to ensure we have Service Contract offerings that are both profitable and market competitive.
• Coach and manage individuals to drive overall accountability, ownership, and progress against goals and targets.
• 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 and winning future install base.
• Unlock the potential in direct reports and contribute to their ongoing improvement and growth.
• In collaboration with the Service Segment Leader, drive promotional activities and initiatives that support growth in revenues and measure the performance of these programs as required.
• Work closely with the On-Demand Service Sales Leader on ensuring the best service solutions are presented to the customer.
• Act as the escalation point from the Service Contracts team members for pricing approvals for maintenance Service Agreements and Point-of-Sale service quotes included in equipment deals.
• Ability to provide constructive feedback, coaching, and mentorship.

Customer Support

• Manage professional relations with key customers to deepen understanding of customer challenges and needs.
• Ensure customer issues and enquiries are prioritized for resolution.
• Lead the collaboration with Sales team on customer communication, escalations, and opportunities for through-life support activities of customers' equipment.

Operations Rigour

• Provide oversight to the team to maintain customer records, profiles, account records, and all interactions with customers in GEHC's CRM tools.
• Conduct regular funnel reviews with Service Sales team to drive performance, achieve service contract revenue pacing, and assist with any issues.
• Develop reports, presentations, and data as required to ensure transparency in relation to progress against monthly, quarterly, and annual targets.
• Participate in business reviews where required to provide insights and progress on contract revenue and performance of the team.
• Lead initiatives to improve overall speed and quality of response to customers.
• Implement new tools and processes as required to drive efficiency and effectiveness.

Talent Development, Training, and Workforce Planning

• Set team objectives and manage allocation of work through workforce design.
• Accountable for the relationship, training, and deliverables of the back-office third-party 'Pre-Sales' admin team.
• Provide and facilitate coaching, training, and support, including team development for all members of the Service Contracts team to improve their commercial, selling, negotiation, and communication skills.

Compliance

• Create and drive a culture of safety and compliance in the Service Contracts team.

Quality Specific Goals:

• Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.
• 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.
• Knowledge and understanding of all Global Privacy and Anti-Competition Policies (including but not limited to GE Healthcare HIPPA Guidelines, NEMA Regulations, etc.) and operate within them to ensure that no company policy or US/Int'l Law is broken.
• Knowledge and understanding of all 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 US/Int'l Law is broken.
• Ownership of order and configuration quality at the point of entry to ensure accuracy, configuration integrity, and that all requirements are tied to documented customer inputs.
• Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System.
• Responsible for 100% compliance on teams' EHS goals and metrics.

Qualifications/Requirements:

• Tertiary education in a related field.
• Minimum 3 years' experience managing teams in commercial, service, or marketing leadership roles.

Desired Characteristics:

• Highly developed communication, negotiation, presentation, and interpersonal skills.
• Strong commercial acumen and drive with proven ability to meet revenue targets.
• Comprehensive knowledge of the healthcare marketplace with a healthcare sales background is advantageous.
• Excellent problem-solving and decision-making thinking skills, demonstrated with practical examples.
• Strong ability to influence and lead without authority in a matrix organization.
• Strong understanding of value drivers, strategic alignment, and financial acumen.
• Demonstrated ability to energize, develop, and build rapport at all levels within an organization.
• Exceptional skills as a change agent and process-oriented individual.
• Team-oriented with a customer satisfaction mindset.
• Ability to collaborate with colleagues to achieve a successful outcome.
• Willingness and ability to travel when required.

GE Healthcare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you'd expect from an organization with global strength and scale, and you'll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.

• Flexible working options and flexible hours.
• Competitive salary.
• 5 weeks' leave (ask about 'take 5').
• Generous leave and family policies.
• Long-term career opportunities (locally and globally).
• Generous discounts for goods and services via our employee benefits program (think travel, entertainment, and shopping). *This was recently rated as one of our employees' favorite benefits.

Women and indigenous candidates are strongly encouraged to apply. Please note that to be considered for this position, you must have unrestricted working rights for Australia and be prepared to undergo a background check, which includes a police check. All GE Healthcare employees are required to be fully vaccinated for Covid-19.

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Additional Information

Relocation Assistance Provided: No

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