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Service Center Specialist

  • GE Healthcare
  • Experienced
  • Posted 2/2/2017 11:01:37 AM
  • 2837958
  • Job Function: Services
  • Business Segment: Healthcare Imaging
Location(s): South Africa ; Johannesburg


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 Service Center Specialist takes calls from customer and field engineers and helps to order parts while manages resource planning to maximize GE efficiency through optimal routing, maximizes customer outcome through quicker time to response and improved uptime.

Essential Responsibilities:

    Customer Calls


  • Take incoming RFS and log the problem in the appropriate tool, if required
  • Identifying our contractual commitments, accurate use of remote support.
  • Accurate use of FE Diary.
  • Accurate use of the Escalation Process.
  • Communicate back to customers – progress updates
  • Manage emails / correspondence from Customers
  • Communicating with sub-contractors and 3rd party companies (QA / UPS)
  • Apply the Avaya Phone metrics.



    Field Engineer Calls

  • Take incoming calls from FE's related to dispatching;
  • Enter all comments and agree action plan.
  • Offer suggestions on possible solutions.



    Assigning FE

  • Assign FE if they are listed in the System Preferred list with minimum travel times
  • When Preferred FE not available use the training records and maps to find a suitable resource.
  • Escalate to service center leader according to Regional FE planning rules
  • Perform annual PM Planning, Assignment an follow-up
  • Manage Long Open jobs to minimize time to resolve.



    Parts Ordering

  • Order parts using FEMC;
  • Organize distribution if part in the region network;
  • Escalate if part is delayed.



    Area Administration

  • Fully understand and implement
  • Continuous internal communication with Business Operations Sales, HPM, logistics and Service Sales.



    Other

  • Dispatching FEs to RFS
  • Escalate customer issues as required
  • Transferring jobs to Remote service Leaders ( RSL/E)
  • Perform end of Day process (EOD)
  • Perform end of week process (EOW)
  • Archive of Service reports
  • Creating Sites in GIB / MUST
  • Tracking of Product Locator Cards (PLC)
  • Managing Customers Hourly Billed Customers (HBS)
  • Request installed base in MUST
  • Monitor System downs
  • Perform job interrupts
  • Perform open / reactivate jobs (OPN / REA).



    Call Center activity analysis

  • Create metrics to follow call center activity and performance; make analysis on a regular defined basis
  • Propose processes improvements
  • Ensure follow up of the processes
  • Accept change and ensure adherence of the other Service Center specialists to the agreed schedule; maintain a positive mindset within the team
  • Support Service Centre Initiatives, to increase customer satisfaction; Lead escalation when Field Engineers are not available
  • Escalate to SC Leader in case performance targets cannot be met by the team
  • Coach less experienced Service Center Specialists; be a reference for them.

    Qualifications/Requirements:

    • Computer Skills to include Word & Excel.
    • Knowledge of parts ordering System
    • Ability to Work independently with minimum direction
    • Effective communication skills
    • Strong Interpersonal Skills
    • Fluent in the multiple Languages of the region
    • Basic understanding of Macros in Excel
    • Working in a shift environment.
    • Minimum 3 years of experience in a customer service position

      Desired Characteristics:

      • Able to drive Change
      • Leadership skills
      • Strong team player
      • Generates a strong team spirit
      • Fluent in the multiple Languages of the region

        Locations: South Africa ; Johannesburg

        GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
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