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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.
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.
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
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
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