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Director of Service Excellence

2 weeks ago

Brisbane, Queensland, Australia beBeefieldoperation Full time $160,000 - $180,000
Job Description

As the Head of Field Service Operations, you will lead field service operations across Australia and New Zealand (ANZ) for GE HealthCare's Imaging portfolio. Your focus will be on driving service excellence, operational efficiency, and customer satisfaction through strategic leadership and cross-functional collaboration.

Main Responsibilities:
  • Leadership
    • Set the vision and operational tactics to develop a world-leading Field Operations team across various Imaging modalities.
    • Lead and participate in local, regional & global initiatives and projects to drive speed, teamwork, and quality for customers and front-line teams.
    • Ensure the highest standards of safety for employees and customers.
    • Actively seek out market and customer drivers to ensure the business adapts quickly and capitalizes on shifting trends in Service delivery.
    • Enable managers and leaders within the Imaging Field Operations teams to coach, manage, mentor, and influence individuals and teams directly or indirectly reporting to this role.
    • Ensure the Imaging Field Operations team has the right talent, roles, and operational structures in place to deliver outstanding customer experience in ANZ.
    • Create operating mechanisms to ensure the right metrics are in place, reflecting the health of the business, and establish an operating rhythm with the Service Delivery Managers to review exceptions and address outliers in a timely manner.
    • Lead with a Lean mindset to improve key processes for colleague and customer experience.
    • 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.
Customer Support
  • Drive and develop financial, operational, and customer-based metrics demonstrating the health of the Field Operations delivery model in supporting customers and financial commitments to the business.
  • Implement processes to provide remote and on-site support to customers via the Field Engineering teams, ensuring teams are adequately trained to deliver these services.
  • Manage professional relations with key customers, academia, government bodies, and administrative bodies to deepen understanding of customer challenges and needs.
  • Nurture relationships with professional society stakeholders within geographical areas.
  • Work with the Customer Service Center (CSC) and On-Line Engineering (OLE) teams to create virtual and seamless remote support processes.
  • Work with Technical Service Solutions Leader to drive detailed investigations and actions for customer hot sites, continually implementing process changes to improve first-fix rates.
  • Work with supporting teams such as CSC, Logistics, Project Management (PMO), Applications, Sales, Product Specialists to ensure processes are in place for successful and timely hand-offs between teams and a seamless customer experience.
  • Lead the collaboration with Sales teams on customer communication, escalations, and key opportunities.
  • Support commercial activities for key accounts by providing account-based feedback via the Field teams, assisting GEHC to better meet customer needs.
  • Provide technical input, budget, and resource preparation for new product launches, including Field engineering education and training to ensure readiness in the field for NPIs.
  • Support tender submissions as required.
Operations Rigour
  • Work with the ANZ EHS leader to ensure all field activity is conducted to the highest standards and further develop our safety culture.
  • Drive processes for timely field escalations – Customer satisfaction opportunities (CSO), Quality, Product Quality (PQM), Part returns, FOA.
  • Lead the region, ensuring representation from a technical and field standpoint for any global/ regional calls related to quality/CSOs.
  • Drive adherence to field processes such as parts ordering & return, Service Request (SR) rigour, primary FE/site alignment, On Call control, Overtime control, Tools & Test Equip compliance etc.
  • Lead initiatives to improve overall speed & quality of response to customers.
  • Lead Field Modification instructions (FMI) execution for Imaging Field Operations.
  • Drive processes to complete customer obligations in a timely manner Preventative Maintenance (PMs/ePMs, etc.) adhering to mandatory quality and compliance procedures.
  • Work with PMO on installations and ensure timely delivery of systems to customers.
  • Implement new tools and processes as required to drive speed and efficiency.
  • Participate in overall operating mechanisms and metrics to drive operational rigour in the organisation, spanning all areas of the operation including but not limited to field efficiency, customer satisfaction, productivity, back office efficiency, financials, and quality.
Talent Development, Training & Workforce Planning
  • Work with Training Specialists, Global Training Centres, and Technical Operations team to develop a holistic competency & training plan for the Imaging Field Operations teams.
  • Identify technical and non-technical training and/or competency gaps and put in place a training plan by modality/geography to improve field coverage.
  • Conduct & lead regular People Reviews of teams and ensure development plans are in place for SDM, SFE, and RSE roles.
  • Actively work with HR partners to strengthen and develop the talent for the Imaging business.
  • Develop an approach to supporting the Imaging install base through resourcing the region effectively to drive profitability and efficiency.
  • Develop and lead appropriate operating mechanisms to ensure performance of functions is optimized and reported appropriately.
  • Regularly provide updates, including regular communication to the business via various written, recorded, live presentations/updates to ensure visibility of functions across -ANZ.
Quality, Safety & Compliance
  • Create and drive a culture of safety and compliance in the Imaging Field Service Operations team.
  • Drive safety metrics to ensure processes are followed always.
  • Partner with QA, RA, Product, PMO, and Service teams to drive: Install and Site Readiness checklists, Radiation and Electrical licensing, Electrical Safety compliance, FMI process execution, SR Quality (CHU), Tools & Test Equip calibration and compliance.
Required Skills and Qualifications
  • Bachelor's degree or equivalent experience in technical, healthcare, or business disciplines.
  • Minimum 10 years of technical, commercial, or operational leadership experience.
  • At least 5 years leading multi-functional teams across a broad geographic area.
  • Demonstrated experience applying Lean or Six Sigma in a service environment.
  • Advanced understanding of service operations, customer experience, and commercial strategy.
  • Strong understanding of business metrics and financial acumen.
  • Proven experience leading leaders (e.g., managing managers or senior technical teams).
  • Strong track record of developing talent and building high-performing teams.
  • Demonstrated success driving transformation or change initiatives in a complex service environment.
  • Experience working in a matrixed, global organization with cross-functional collaboration.
  • Regular travel across ANZ is required.