Service Operations Specialist Qld/nt Hcs

**Job Description Summary**: The Service Operations Specialist reporting to the Service Delivery Manager (SDM) is responsible supporting field engineers and customers to perform the day-to-day maintenance and repair of medical equipment. This role is responsible for clearing roadblocks, providing visibility, gathering business support to enable seamless service delivery, customer and field experience. It is important the Service Operations Specialist promotes a strong culture of collaboration between the sales, technical, operational and support teams and to achieve optimal customer service delivery, with a focus on maintaining a strong communication pathway with customers.

The Service Operations Specialist will ensure the field team is supported by removing noise and ensuring the resources (parts, tools, remote support) are available when needed. Exceptional influencing skills will be required to tie in and draw resources from across the business to support the customers and field. The Service Operations Specialist will have excellent communication skills and keep customers, account managers, SDM and other stakeholders always updated on critical actions.

The Service Operations Specialist is the key interface between the customer facing field teams and the wider business and will ensure the smooth running of day-to-day activities.

**Responsibilities**

Leadership
- Collaborate with peers in the Service Organisation, Functional and Sales teams to drive and execute on key business priorities and drive a customer first approach to resolving issues.
- Assist SDM to maintain business operations, produce reports tracking team performance against key performance indicators, relevant metrics and Team Priorities
- In conjunction with the Field service coordinator monitor utilization and optimization of resources
- Be involved in team’s development and liaise with SDM for timely execution of Operational development
- In conjunction with the Field service coordinator ensures timely execution and completion of field modification instructions (FMIs) and PM inspections and compliant documentation
- Championing and leading productivity initiatives through the involvement in operational projects
- Promotes and creates a positive safety culture amongst the team
- Help the SDM to develop/manage leave calendar and planning including On-Call rostering and coverage and overtime Approval
- Lead or participate in local (ANZ) initiatives and projects as needed or required to help drive consistency and reliability for our customers and front-line teams.
- Coach and mentor SFEs and FEs on process improvement, soft skills, iCommunicate and other related methodologies.
- Create regular opportunities to involve the team to share best practices on opportunity management and how to maximize total GEHC portfolio. Listen and lead program, and other sales positive initiatives.

Customer Support
- Support the SDM to develop key customer relationships ensuring customer satisfaction
- Drive processes for timely escalations - Customer Satisfaction Opportunities (CSO)
- Manage customer expectations and escalations in timely manner. Attend customer meetings to assist SDM in preparing reports
- Support the SDM with internal Communication - escalations, hard down systems, etc.
- Liaise with PMO to ensure seamless and on time on budget installations

Operations Rigour
- Drive adherence to field processes such as parts ordering and return, Dead On Arrival, Service Request (SR) rigour, primary FE/site alignment, On Call and Overtime management
- Lead initiatives to improve overall speed and quality of response to customers.
- Work with Project Management Officer (PMO) on installations and ensure timely delivery of system to customers.
- Continue to influence the increase in remote connectivity and field remote fix rate. Liaise /consult with the On-Line Engineering team to ensure equipment connected to allow remote support.
- Work with Senior Field Engineers and the Support Operation Centre & PM Planning teams to ensure resources are allocated efficiently
- Maintain clean install-base data and liaise with Service commercial team to maintain sanitized contract data.
- Ensure all test equipment and tools are managed correctly and where issues arise, identify and implement fixes. Escalate to Service Delivery Manager as appropriate.

Talent development, training and workforce planning
- Regularly provide updates, including regular communication to the business via various written, recorded, live presentations / updates to ensure visibility of the function across region.
- Create regular opportunities to involve the team to share best practices on opportunity management and how to maximize total GEHC portfolio.
- Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible

Compliance
- Create and drive a culture of safety and compliance within the team.