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Service Sales Operations Specialist

  • GE Healthcare
  • Experienced
  • Posted 8/16/2017 4:32:57 PM
  • 2958797
  • Job Function: Sales
  • Business Segment: Healthcare USA & Canada
Location(s): United States; Wisconsin; Wauwatosa


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.
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.

Role Summary:
Services sales support to field sales teams acting as the deal support liaison. Engage in the Account Team as the Subject Matter Expert for Siebel and all supported processes. Provide and manage quotes, addendums, contracts, customer support/liaison, invoicing resolution escalations, research, and customer meetings. Partner with Service Delivery teams and Customers to meet and deliver on commitments and resolve issues. Key operations contact and point of support to help the Region drive growth.

Essential Responsibilities:
  • Liaise with customers where necessary to support all sales activity including direct customer interaction to resolve issues.
  • Liaise with Service Sales team to offer sales support activities based on current set of requirements
  • Proactively resolve and escalate issues across functions regarding contract requirements
  • Act as key contact and liaison for internal teams (Service Sales, Marketing, Finance, etc….) to ensure on time, high quality quote/contract processing to deliver customer satisfaction
  • Support the execution of customer quoting including budgetary and contractual quotes
  • Create contract packages as necessary including addendum and revisions
  • Partner with service teams on proactive resolution of PO expiration
  • Submit risk and Emptoris cases and own escalation resolution
  • Support updates to relevant teams and provide reporting as needed for variable compensation and collections issues
  • Customer contact for billing questions/escalations
  • Resolve on going customer account maintenance issues
  • Track field submissions and meet targeted service level agreements for resolution by activity type
  • Take inbound calls and email requests regarding customer service agreements/invoicing resolutions conducting research and resolving those that be corrected quickly and partnering with other teams to resolve items that require deeper contract changes

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

    Qualifications/Requirements:
  • BA or BS degree or equivalent work experience
  • Proficiency in computer skills in Microsoft Office Suite products
  • Excellent interpersonal skills - strong verbal and written communication skills
  • Strong focus on customer care and satisfaction
  • Demonstrated ability to work under pressure and to meet deadlines and commitments
  • Excellent organizational, project management and time management skills, including multitasking and ability to prioritize and meet deadlines, follow up and attention to detail
  • Adaptable to multiple requests and daily changes
  • Dependable: Being reliable, responsible, dedicated, committed, and fulfilling obligations
  • Adaptable/Flexible: Being open to change (positive or negative) in response to new information, different or unexpected circumstances, and/or to work in ambiguous situations in a high paced environment with changing needs
  • Simplification: Look for opportunities to drive improvements in processes; service delivery
  • High Integrity: Accepting and adhering to high ethical, moral, and personal values in decisions, communications, actions, and when dealing with others
  • Highly motivated goal-oriented self-starter with ability to work autonomously and as part of a team takes initiative to make things happen, identifies what needs to be done and does it
  • Ability to interact effectively with all levels of a matrix organization, both internally and with external customers
  • Able to work additional hours during peak business times to meet business and customer commitments

    Desired Characteristics:
  • Knowledge and experience working with diagnostic imaging products, services and teams
  • GE systems knowledge
  • Experience working as a support person for the field
  • Experience with the with various quotation, contracts workflow systems and Siebel systems (Siebel 8.1 preferred)
  • Prior experience supporting a Sales team
  • Experience with quotation and/or order entry processes and tools
  • Basic understanding of Inquiry To Order (ITO) & Order to Remittance (OTR) processes
  • Basic understanding of technical/medical equipment and services, preferred knowledge in applicable specific GE Healthcare care areas desired
  • Local candidates preferred who will work in office environment in Wauwatosa, WI
  • Lean Six Sigma trained

    Locations: United States; Wisconsin; Wauwatosa

    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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