Service Delivery Manager - GE - Belmont

Job description

Posted Position Title: Service Delivery Manager - WA
Career Level: Experienced
Function: Services
Function Segment: Field Services

Role Summary/Purpose:
The Service Delivery Manager is responsible for driving client satisfaction, problem resolution, and revenue generation of installed customers through the coordination of resources and efforts among, and between, multiple GE and customer project teams.

Tailoring and implementing global quality, EHS processes and best practices to allocate resources to manage incoming customer service calls, installations, FMI and CSOs to exceed customer needs and expectation. Interact with the service and e

Essential Responsibilities:

- Develop key customer relationships and lead FE team ensuring customer satisfaction. Manage customer expectations and escalations in timely manner.

- Manage Field Engineer (FE) resources, including;
 optimal ratio of applied and overtime ratio,
 On-call rostering and coverage,
 annual leave,
 on time dispatch closure,
 inventory,
 on time and within budget install completion,
 and LIP to meet business objectives.

- Day to day management of FMIs, CAPA, expense approval, field inspections and escalate issues as required to the Zone manager.

- Be actively involved in change projects e.g.SIEBEL project and help FE team in implementation of the project.

- Continue to influence increase in remote connectivity and field remote fix rate.

- Work with channel partners (3rd party service providers) where and when necessary and manage their performance as per agreed KPIs.

- Maintain clean install-base data and liaise with Service commercial team to maintain sanitised contract data on quarterly basis. Drive NC revenue capture and billing with the help of Service commercial team.

- Assess competency gaps, plan for team’s development. Assist the Zone manager and the Technical operations manager to build the training plan for timely execution of planned development.

- Provide leadership to FE’s, including regular on and off site coaching and technical mentoring at customer sites.

- Follow critical processes and ensure timely and regular feedback to the team members regarding their goals & objectives and their behaviour. Performance management of team including but not limited to Goal setting, ongoing feed back, mid year and final EMS and Performance improvement Planning where applicable.

- Share best practices with other Service Delivery Managers

- Support Commercial Team to meet commercial targets and drive contract and hourly build revenue as required.

- Perform on site technical support and fix for challenging problems, CSO resolution, help NPI installations for up to 20% of normal work hours and apply remaining time for Service Delivery Manager role

- Ensure all test equipment and tools are managed correctly and where issues arise, identify and implement fixes. Escalate to Zone manager as appropriate.

- Continue to check FE licensing requirements, ensuring they remain up to date and compliant.

- Drives performance management within the team, providing a regular operating mechanism of feedback, coaching and managing the annual appraisal system

- Create a calendar of regular team meetings to ensure effective communication amongst team members and management.

- Is responsible to regularly have “infield coaching” sessions with each one of their team members. Create regular opportunities to involve the team to share best practices on opportunity management and how to maximize total GEHC portfolio.

- Is role-model to team for utilizing GEHC resources and networks to create and manage opportunities.

- Regularly provides update to team on company, region product strategies and customer insights.

- Manage professional relations with key customers, in order to deepen understanding of customer challenges and needs.

- Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position

- Complete all planned Quality & Compliance training within the defined deadlines

- Identify and report any quality or compliance concerns and take immediate corrective action as required

- Knowledge and understanding of all Global Privacy and Anti-Competition Policies (including but not limited to GE Healthcare HIPPA Guidelines, NEMA Regulations, etc.) and operates within them to ensure that no company policy or US / Int’l Law is broken.

- Knowledge and understanding of all Environmental Health Policies (including but not limited to GE Healthcare EHS P

Qualifications/Requirements:

- Bachelor’s degree or equivalent with technical leadership, operational or analysis experience in the technical, healthcare or business environment or equivalent fields

- Demonstrated high levels of experience in Healthcare, Pharmaceutical and or Life Sciences industries.

- Prior experience working for a large company in a matrix environment

- Experience with leading cross functional teams to achieve business goals.

- Experience in an technical leadership role

- Demonstrated ability to energize, develop, and build rapport at all levels within an organization

- Strong communication skills to synthesize complex issues and communicate into simple messages

- Willingness and ability to travel within your specified geographic region

- Strong understanding of business metrics and interest in devloping financial knowledge.

- Exceptional interpersonal skills.

- Exceptional skills as a change agent and process oriented individual.

- Ability to resolve complex issues within functional area and/or area of expertise.

- Ability to develop and execute priorities and approaches to meet objectives.

Additional Eligibility Qualifications:

Desired Characteristics:

- Six Sigma green belt certification.

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