Service Delivery Manager - Healthcare (South Africa)
Posted 1/24/2017 11:57:30 AM
Business Segment: Healthcare Digital
Location(s): South Africa, Algeria, Egypt, Kenya; Johannesburg, Algiers, Cairo, Nairobi
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 is responsible for leading local zone/LCT HCIT Field Engineers to ensure the team meets the customers’ daily service repair activities and drives customer satisfaction, ensures all corrective maintenance and preventative maintenance software and hardware activities are performed.
Essential Responsibilities: 1. Functioning as the focal point for regional technical expertise and coordination of CSO alerts (all levels) by efficiently managing a team of Support Engineers and Remote Service Leaders. 2. Represents zone Support activities in the region by aligning with Regional Implementation and Support Leader and ensures Global Regional strategies are cascaded to the zone. 3. Proactively supporting FEs to ensure customer satisfaction in the region. 4. Establish and maintain a proper business relationship with customers & peers, maintain agreed customer satisfaction levels 5. Ensures all actual or potential customer satisfaction issues are prioritized based on customer impact 6. Providing strong leadership and organizing field based training. 7. Proactively proposing initiatives to improve services in the region. 8. Providing training and information on latest developments for field force 9. Provides administrative and operational leadership that results in efficient day-to-day operations of the team. 10. Maintains primary site responsibility and integrate functional teams including but not limited to team meetings & communication plans; and scheduling manpower, installs, shift coverage, technical training needs for the team, etc. 11. Aligns with I&U , Apps and Architect Functional Leaders where necessary to ensure customers get sufficient support. 12. Maintains daily communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction. 13. Works with functional leaders & process champions to facilitate operational metrics; follow-up with team members on any delinquencies. 14. Facilitates weekly op mech with the sales leader to report out on Support status and coordinates with Project leader 15. Identifies field quality improvements to include; support Installation and customer escalations (CSOs) at customer sites and utilizes the escalation process to resolve customer service delivery issues and conducts root cause analysis that will lead to effective problem solving. 16. Identifies Field Process Improvements, 17. Contributes knowledge and maintaining problem solution database (PSDB)
Qualifications/Requirements: 1. Degree level education or Diploma, preferably in related IT/technical/engineering field, 2. Prior technical leadership experience in Information Technologies software & hardware environment and exceptional interpersonal skills 3. At least 8 years of experience 4. Proven leadership skills (experience successfully managing people/projects/issues) 5. Proven mentoring and coaching abilities, demonstrated ability to motivate & inspire other. 6. Strong customer-service skills with experience in diagnosing and repairing mechanical, electromechanical, and/or electronic equipment in the Healthcare Industry 7. Understanding of the service business 8. Demonstrated effective interpersonal, teamwork & networking skills 9. External Focus: Understanding customer needs, marketplace dynamics
Desired Characteristics: 1. Proven leadership and ability to orchestrate resources and motivate teams. 2. Direct customer relationship experience. 3. Strong business acumen. 4. An inclusive leader that builds a connection to the workforce through personal involvement and trust. 5. Proven ability to influence and drive change through exceptional written and verbal communication skills and able to effectively communicate across a distributed workforce. 6. Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals. 7. Understanding of customer/marketplace and drivers that influence customer behavior. 8. Ability to resolve complex issues within functional area and area of expertise. 9. Ability to develop and execute multiple priorities and approaches to meet objectives.
Locations: South Africa, Algeria, Egypt, Kenya; Johannesburg, Algiers, Cairo, Nairobi
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