Service Operations Specialist

**Job Description Summary**: The Service Operations Specialist role is responsible for supporting field engineers in performing the day-to-day maintenance and repair of medical equipment for our customers by:

- clearing roadblocks, providing visibility, gathering business support to enable seamless service delivery, customer and field experience. ensuring the field team is supported by removing obstacles and ensuring the resources (parts, tools, remote support) are available when needed.
- being the key interface between the customer facing field teams and the wider business and will ensure the smooth running of day-to-day activities.

This role requires exceptional influencing skills to draw resources from across the business to support our customers and field team. It is important that this role promotes a strong culture of collaboration between the sales, technical, operational and support teams to achieve optimal customer service delivery, to maintain a strong communication pathway with our customers.

The Service Operations Specialist will have excellent communication skills to keep our customers, Account Managers, SDM and other stakeholders up to date on critical actions.

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.
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***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
- Be involved in team’s training and development and liaise with SDM for timely execution of Operational development
- In conjunction with the Field Service Coordinator monitor utilization and optimization of resources and ensure 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
- Assist the SDM to develop/manage leave calendar and planning including On-Call rostering and coverage
- 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.
- As appropriate, 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 Project Manager for Installation to assist with 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 Manager for Installation (PMi) ) on installations and ensure timely delivery of system to customers.
- 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 Customer Support Centre (CSC) /PM Planning teams to ensure resources are allocated efficiently
- Liaise with the 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 SDM as appropriate.

**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