About Us: GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
Role Summary: The role will lead the development, improvement and maintenance of work instruction and standard operation procedures (SOPs) for our customer service center (CSC) and Operation service center (OSC). Strongly drive process improvement by transforming the gaps into opportunities. Conduct effective resource planning to maximize the productivity for CSC and OSC (people, technology etc). Manage projects for CSC and OSC to meet business needs, manage delivery, measurement and follow-up as required.
Essential Responsibilities: •Assess the current processes to identify opportunities for improvement and productivity •Regularly connect with countries teams, cross function teams, sales and marketing to get and provide feedback, and define improvement opportunities from the communications •Drive improvement in processes, and deploy in the CSC and OSC teams •Lead projects for business needs, and manage delivery, measurement and follow-up as necessary •Maintain the quality of operations based on the processes •Working cross-functionally across services, sales and marketing teams to get inputs and support to achieve project objectives •Support extended business projects by arranging resources, providing inputs and taking follow up actions
Qualifications/Requirements: •Bachelors Degree or minimum 5 years’ experience in Service or Operation •3+ years experience in managing team in a matrix environment •Knowledge and servicing expertise in medical devices •Experience interfacing with both internal and external customers and partners in finding value added solutions to improvement opportunities. •Ability to understand customer needs and business drivers and use this knowledge to develop business plans and strategies •Strong English communication skills
Desired Characteristics: As a key leader in ASEAN Service team, lead or participate in regional and local initiatives and projects over and above the aforementioned as needed or required to help drive speed, teamwork and quality for our customers and front line teams. Coach, manage, mentor and influence individuals and teams directly or indirectly reporting to this role to drive overall accountability, ownership and progress against goals. Collaborate with peers in Service Leadership team to drive and execute on key business priorities.
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