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Service Program Coordinator

  • GE Healthcare
  • Experienced
  • Posted 2/3/2017 5:15:57 PM
  • 2808096
  • Job Function: Services
  • Business Segment: Healthcare Imaging
Location(s): United States ; Massachusetts; Boston


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:
In this role, the Service Program Coordinator supervises assigned personnel daily at specific
account (s) to ensure customer satisfaction and Service Excellence per contract. This role is based in Boston, MA.

Essential Responsibilities:
• Knowledge of customer contract to ensure obligations are met. • Prioritize service, assign personnel and follow up on commitments. • Assist Director of Service with employee appraisals, status changes, promotions and disciplinary actions. • Carry pager for service call escalation. • Responsible for expanded customer relationships at assigned account(s). • Assure service quality via frequent customer contact and formal quality reviews. • May represent hospital in regulatory agency inspections and sit on hospital safety and equipment selection committee. • Track, analyze and drive financial performance with Director of Service. • Recommend equipment, parts and supplies. Implement procedures to provide quality, cost effective service. • Responsible for prompt and accurate filing of expense, time and service reports, accounts payable and billing. • Infrequently resolve issues with biomedical equipment; perform planned maintenance (PM), safety or environmental inspections – adhering to GE policies, hospital procedures with required documentation. • May maintain approved parts inventory, manage vendor service delivery processes in compliance with GE policies; guarantee team takes proper care of spares, tools and test equipment and ensures calibration. • Maintain technical knowledge of current standards for safe, effective use of medical equipment through instruction. • Provide instruction to hospital / Biomedical personnel on equipment operation, diagnostics, and safe, effective use and repair. • Meet Health and Human Services, as well as Environment Health and Safety requirements. Quality Specific Goals: 1. 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. 2. Complete all planned Quality & Compliance training within the defined deadlines. 3. Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization. 4. Identify and report any personal quality or compliance concerns immediately to the Quality Organization. 5. Insure timely dispatch closure. 6. Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

Qualifications/Requirements:
1. Progressive leadership experience effectively supervising and coaching technical personnel, as
well as effectively resolving customer relations issues 2. B.S. in Electronics or Biomedical
Engineering or an A.S. in Electronics, Mechanical Principles or equivalent formal technical training
through military. 3. 6 years of experience performing troubleshooting and planned maintenance on
basic biomedical or electronic equipment following current standards code and procedures to
ensure safe and effective operation of those devices; OR 6 years managing medical equipment
following current standards code and procedures to ensure safe and effective operation of those
devices. 4. A four-year degree is the equivalent of 2 years of experience; an AA degree and/or
Military Certification are the equivalent of one year of experience. 5. Qualified experience in a
customer service environment with resulting knowledge of customer account coordination. 6. OR 6
years of experience in a heavy customer facing, operational or project management role 7.
previous experience managing financial and administrative requirements of the position. 8.
Working knowledge of Excel, PowerPoint and Word. 9. Ability to travel outside of assigned region

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:
Preferred Qualifications: 1. AA in Business Administration, Bachelor’s Degree preferred. 2.
Previous experience as a Biomedical Program Coordinator, including Biomedical experience /
training is desired or may have held comparable related position. 3. Excellent analytical and
communication skills with the ability to communicate technical and business issues to the
customer in an easy to understand manner. 4. Certified Biomedical Electronics Technician (CBET)
desired. 5. Experience interfacing with both internal team members and external customers as
part of a solution based service process. 6. Change agent and process oriented. 7. Located near
Customer site(s).

Locations: United States ; Massachusetts; Boston

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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