Easter Seals Jobs

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.

Job Description

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.

• Implement programs like safety inspection, Take 2, defensive driving etc. to drive safety awareness to meet and exceed our employer obligations for our staff.

• Prepare and communicate reports as required that share the performance of the team against the prevailing metrics being focused on e.g. FCR (First Call Resolution), TTR/OTF (Time to repair), FRFT (fix right first time) and other metrics

• Implement safety metrics to ensure processes are always adhered to.

• Partner with Quality Assurance, Regulatory Affairs, Product, PMO and Service team to drive traction on the topics including but not limited to:

• Install and Site Readiness checklists.

• Radiation and Electrical licensing.

• Electrical Safety compliance.

• FMI process execution.

• SR Quality.

• Tools and Test Equip calibration and compliance.

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 and 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 Policies, GE Healthcare Fleet Rules, etc.) and operate within them to ensure that no company policy or US / Int’l Law is broken.

• Ownership of order and configuration quality at the point of entry to ensure accuracy, configuration integrity and that all requirements are tied to documented customer inputs.

• Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System.

• Responsible for 100% compliance on teams EHS goals and metrics.

Healthcare Sector Australia - Vaccine for Preventable Diseases

• Australian States have mandated or are intending to mandate that contractors who enter healthcare sites must be able to provide evidence of vaccination for vaccine preventable diseases (VPDs) prior to working at their premises.

• GE Healthcare does have an EHS Medical Services Program. We have an immunisation and vaccination program covering any GE Healthcare employee who is required to enter a site and conduct work where there is the likelihood of potential exposure or acquisition through respiratory means to VPDs.

• To ensure your risk is minimised, you may be required to provide evidence of immunity/vaccination prior to commencing with GE Healthcare in such locations where it has been mandated. Equally you may be required to provide evidence of vaccination post-employment, in the event that further sites mandate this requirement.

Qualifications/Requirements

• Bachelor’s degree or equivalent (advanced trade with 10yrs + experience)

• Technical leadership, operational or management experience in an engineering/ IT or technical discipline

• Experienced in Field Service

Desired Characteristics

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

• Excellent problem solving and decision-making thinking skills, demonstrated with practical examples.

• Strong working knowledge of excel, Salesforce and Spotfire – or a willingness to proactively learn.

• Strong ability to influence and lead without authority in a matrix organization.

• Willingness and ability to travel within your specified geographic region.

• Strong understanding of value drivers, strategic alignment and financial acumen.

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

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

• Team oriented with a customer satisfaction mindset

We expect all our employees to embody our Leadership Behaviours: to act with humility and build trust; lead with transparency; deliver with focu s, and drive ownership – always with unyielding integrity.

#LI-SE

#LI-ONSITE

#LI-HYBRID

Additional Information

Relocation Assistance Provided: No