About this role
Job Description Summary The Services General Manager (GM) is responsible for functional support of the Service organization, managing the complex customer service business through leadership & development of the team. In addition, this role will drive the Solutions business through collaboration with the commercial organization. The GM will create a culture to achieve customer loyalty.
Job Description Key Responsibilities Include:
• Setting the agenda, initiatives, and culture in the service organisation to help ensure that financial, employee, and customer goals are met or exceeded in the region • Establishes and fosters enterprise-wide customer relationships that have significant impact on the financial and customer health of the organisation • Accountable for positive leadership of direct reports and entire Service organisation to include ongoing direction, coaching, and career development • Drives business results and manages customer relationships within area of responsibility • Owns operational processes (Preventative Maintenance (PM) completion, Overtime management, Non-contract Revenue, Field Engineer Tool utilization) • Leads and cultivates a culture in line with the GE Leadership Behviours underpinned by integrity • Develops strong customer relationships and serves as the interface between customer and all GE Healthcare organizations creating “one GE Healthcare” for the customer • Proactively identifies customer needs and develops and implements customer specific solutions • Leads service delivery which continuously surpasses customer expectations • Leverages internal relationships to enhance business performance and customer experiences. • Promotes a safe working environment and ensures compliance with applicable Environmental, Health & Safety policies and procedures • Drives change initiatives as required to improve efficiencies and execute on business commitments.
Quality Specific Goals:
• 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 and all customer quality or compliance concerns immediately to the Quality Organization. • Identify and report any personal quality or compliance concerns immediately to the Quality Organization. • Ensure timely dispatch closure. • Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe. • Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
Required Qualifications:
• Bachelor’s degree • At least 7 years of leadership experience or equivalent experience with leadership and technical support • Proven experience leading a team, managing customer relationships and/or managing a P&L or comparable business unit. • Ability to develop and execute multiple priorities and approaches to meet objectives • Exceptional interpersonal skills • Willingness to travel
Preferred Qualifications:
• MBA • Prior field sales or field service experience • Proven leadership and ability to orchestrate resources and motivate teams • Strong business acumen • An inclusive leader that builds a connection to the workforce through personal involvement and trust • Proven ability to influence and drive change through exceptional written and verbal communication skills • Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals • Understanding of customer/marketplace and drivers that influence customer behavior • Previous direct report management/leadership experience • Ability to resolve complex issues within functional area and/or area of expertise • Ability to develop and execute multiple priorities and approaches to meet objectives • Direct customer relationship experience • Proven ability to effectively communicate across a distributed workforce
Additional Information Relocation Assistance Provided: No