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Service Program Manager

  • GE Healthcare
  • Experienced
  • Posted 2/3/2017 5:56:04 PM
  • 2755992
  • Job Function: Services
  • Business Segment: Healthcare Imaging
Location(s): United States ; Massachusetts, New York, Connecticut


About Us:
GE Healthcare provides transformational medical
technologies and services to meet the demand for increased access, enhanced quality and more affordable
healthcare around the world. GE works on things that matter - great people and technologies taking on tough
challenges. From medical imaging, software & IT, patient monitoring and diagnostics to drug discovery,
biopharmaceutical manufacturing technologies and performance improvement solutions, GE Healthcare helps
medical professionals deliver great healthcare to their patients.
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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:
The Service Program Manager drives overall client satisfaction based on consistent delivery of a total GE Healthcare solution. This role is based in Connecticut.

Essential Responsibilities:
The SPM is responsible for providing client with single point of contact for all service operations, developing strategy to ensure client retention & growth through close interaction with commercial sales teams and furthering GEHC’s asset management objectives. The size and complexity of the opportunities and relationships for customer(s) is smaller relative to the next level Sr. Service Program Manager.

• Responsible for operational delivery of service commitments across a customer system. Provides consultative direction and influences improvement of customer operating activity
• Ensures contract T&C’s are met
• Key partner and advisor to Customer’s team. Drives business results and manages customer relationships within area of responsibility
• Owns operational processes and manages service delivery processes in compliance with Customer’s and GE Healthcare’s policies
• Defines service strategy and assists in decision making related to biomed and imaging equipment
• Drives change initiatives to improve efficiencies and execute on business commitments
• Provides administrative and operational leadership resulting in efficient day-to-day operations
• Owns daily operations, i.e., scheduling manpower, installs, shift coverage, training, etc.
• Responsible for P&L of assigned accounts
• Escalate equipment related issues that cannot be handled by on site team
• Accountable for positive direct leadership of program team
• Direct line manager for a team consisting of both Biomedical personnel and imaging field engineers
• Leads and cultivates a culture of values and integrity
• Promotes a safe working environment and ensures compliance with applicable EHS policies and procedures
• Meets Health and Human Services, Environment Health and Safety and/or other applicable regulatory requirements
• Develops strong customer relationships and serves as the interface between Customer and all GE Healthcare organizations creating “one GE Healthcare” for the Customer
• Proactively identifies customer needs and develops and implements customer-specific solutions
• Leverage GE internal relationships to enhance business performance and Customer experience
• Develop content with SPM for formal quarterly reviews with customer
• Represent GE Healthcare in regulatory agency inspections and hospital Safety Committee
• Manages capital planning annual strategic replacement cycle for all medical equipment

Qualifications/Requirements:
• Bachelor’s degree, Associates Degree or equivalent military experience and at least 5 years of corporate, military or field service leadership experience
• Demonstrated experience leading a team, managing customer relationships and/or managing a P&L or comparable business unit
• Ability to develop and execute multiple priorities and approaches to meet objectives
• Exceptional interpersonal skills
• Must have a valid driver’s license in regions where required to drive on company business

GE will only employ those who are legally authorized to work in the United States for this opening.
Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

Desired Characteristics:
• Advanced degree (MBA, Master’s or other advanced degree)
• Prior field service or field sales experience
• Inclusive leader who builds connections through personal involvement and trust
• Exceptional written and verbal communication skills
• Demonstrated ability to drive change
• Drives continual process improvement
• Understanding of healthcare marketplace & challenges
• Direct customer relationship experience
• Communicates complex technical issues in an easy-to-understand manner
• Success interfacing as part of a matrixed solution-based service team
- Located near Customer site(s)

Locations: United States ; Massachusetts, New York, Connecticut

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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