Case Manager

**Job Description Summary**: As the Case Manager for Significant Service Events at GE Healthcare Australia and New Zealand you will be responsible for ensuring the timely outcomes from significant service events (SSE) for customers by supporting the field Service Delivery Managers and logistics teams to ensure the most effective game plans are implemented, monitored and maintained on a daily basis. This is a critical role for our Service business and your primary focus is to ensure all available resources are called on, and all necessary steps taken to restore the customers equipment to normal operations as quickly as possible. To be successful you will ensure solid processes are defined and adhered to, escalation processes maintained, and you will be the advocate for the customer right through the process and organisation. 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 (include but not limited to)**: - Ensuring all ANZ staff are aware of the definition of a Significant Service Event and their role in the process. - Embedding the SSE processes that ensure the effective management of SSE's both during and outside of business hours. - Leveraging all internal and cross functional teams to drive Significant Service events (SSEs) to their conclusion, ensuring the customer’s system is back up and running. - Ensuring a clear escalation and accountabilities matrix (standard) is created and maintained, and all stakeholders are aware of the matrix and their accountability therein. - Escalations are invoked immediately and transparently as per the set matrix and processes - no exceptions. - Providing a daily detailed update on escalated SSE's and overall case backlog summary to SDM's and relevant leaders. - Documenting all processes and business rules through process maps and standard operating procedures. **About You**: You are always two steps ahead and working in a fast-paced environment is what you thrive on, maintaining a cool head in times of pressure and a unique ability to manage multiple priorities, whilst always keeping the customer front of mind. Your communication skills will be pivotal to your success. You understand how to influence others both verbally and in writing, and you are skilled at knowing how to communicate at all levels of an organisation. You will be respected across the business with the ability to drive decisions and push back when required, this will enable you to keep things moving and achieve timely and positive results for the customer. Building trust early with key stakeholders will be essential and you will do this with your self-discipline around following up, executing on tasks, and doing what you say you will do. 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 in business, marketing or relevant experience - Solid experience in a complex, high volume and fast paced customer service environment - Experience in developing process models and user / training documentation (ie. BPMN experience) - High level of experience and proficiency in CRM and incident / issues management tools - Project management qualifications and/or experience - Experience working across a matrix with excellence communication skills at all levels - Demonstrate a strong attention to detail and desire to achieve agreed outcomes - Proven professional business acumen with strong prioritisation and organisational skills - Self-motivated, willingness to take the initiative to identify opportunities for improvement - The ability to pre-empt and foresee problems before they occur and always have a solution - Excellent verbal and written communication skills 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, 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 - 5 weeks leave (ask about "take 5")