Imaging Technical Support Leader

**Job Description Summary**: As the Imaging Technical Support Leader you are responsible for leading the technical support function for customers and field teams to minimise the customer events at each site through constant analysis, field interventions to rectify corrective repairs with urgency and effectiveness, whilst maintaining a disciplined cost management approach to repairs.

Success will be achieved by having strong business acumen and the ability to work in an ever-changing, fast paced environment.

Importantly, you will be a reliable and action orientated individual, with the ability to lead and coach a team to drive overall accountability, ownership, and progress against goals and 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**:

- Lead a team of modality (product) experienced engineers to manage technical support calls / notifications / work orders from customers and field engineers across all ANZ’s time zones.
- Mentor and coach the team, strengthen the necessary capabilities within the team to develop a best in Technical Support function in ANZ which is a competitive advantage in the ANZ market;
- Learn and leverage best practices for a Technical Support and Case Management across GE and other industry sectors and deploy these tactics & operational practices into the business
- Develop a support strategy, in conjunction with the Field Operations Leaders and Services Operations teams, to minimise customer downtime for their GE assets and track improvements made over time for communication to customers.
- Implementing a Case Management approach for hard down systems by modality. This includes supporting the information flow, tracking processes and procedures which assist the field teams in decision making with workload and task prioritisation to support customers
- Work seamlessly with the call center, planning team and the Global Spare Parts Organization teams to coordinate responses to hard down events
- Develop a specific Game Plan using defined templates for the resolution of a specific hard down / corrective repair event. Capture and dissemination of technical and non-technical information to communicate to the Field Engineering teams that will enable a corrective repair to occur in line with contract entitlement.
- Track and measure progress of the corrective repairs in each modality and conjunction with the Service Deliver Managers and Field Operations Leaders deploy and manage a formalised escalation processes to ensure relevant technical and non-technical support to the field teams.

**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 just get things done, whilst never sacrificing on quality and attention to detail.

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 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.

Reporting directly to the Technical Operations Manager ANZ 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**:

- Extensive experience in an operational role in service, project, field service or operational environments
- Solid management / people leader experience in leading technical teams
- Solid proficiency in computer skills in Microsoft Office Suite products and CRM and ERP tools such as Oracle, Siebel, SAP
- Experience in or exposure to the medical support industry, ideally in Imaging.
- Proven experience in the development and execution of processes across a variety of internal departments
- Proven people leader and capable of motivating a decentralized workforce across multiple time zones
- 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 prepared
- Excellent verbal and written communication skills in local language as well as good command of English
- Compliance with vaccination mandates
- Willingness and ability to travel when required

GE Healthcare is an Equal Opportunity Employer where inclusion matters. Employment decisions ar