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Service Center Manager

  • GE Healthcare
  • Experienced
  • Posted 1/23/2017 11:44:45 AM
  • 2813324
  • Job Function: Services
  • Business Segment: Healthcare Imaging
Location(s): Belgium ; Diegem

About Us:
GE (NYSE: GE) is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. GE is organized around a global exchange of knowledge, the "GE Store," through which each business shares and accesses the same technology, markets, structure and intellect. Each invention further fuels innovation and application across our industrial sectors. With people, services, technology and scale, GE delivers better outcomes for customers by speaking the language of industry.

What do you envision for your future? At GE Healthcare, we strive to see life more clearly. Our "healthymagination" vision for the future invites the world to join us on our journey as we continuously develop innovations focused on reducing healthcare costs, increasing access and improving quality and efficiency around the world. We are an $18 billion unit of General Electric Company (NYSE: GE), employing more than 52,000 people worldwide and serving healthcare professionals in more than 100 countries. We believe in our strategy - and we'd like you to be a part of it. As a global leader, GE can bring together the best in science, technology, business and people to help solve one of the world's toughest challenges and shape a new age of healthcare. Something remarkable happens when you bring together people who are committed to making a difference - they do! At work for a healthier world. Learn More About Careers at GE Learn More About GE Healthcare

GE is committed to taking on the world’s toughest challenges. In order to fulfill that promise we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles…people like you!

Role Summary:
Acts as Lead Manager of the Service Center. Manages daily operations of the entire team, sets business strategy, goals, objectives, and metrics. Reports to the Director of Services.

Essential Responsibilities:
  • Lead the group of service center specialists and agents in the call center environment.
  • Manage the daily customer service center team workload based on all required processes in the team as: incoming calls demand, job tickets queue, dispatch, Field Modifications and Preventive maintenance booking. Ensure job tickets are handled in accordance with the Call Handling Process (randomly review job tickets in the database and arrange remote and side by side call auditing).
  • Ensure the alerts are kept to a minimum, with an accurate status of each job recorded in the database. Ensure preventative maintenance scheduling is carried out spreading the workload appropriately amongst the engineers optimizing site ownerships. Take calls only in emergency cases (team understaffed or call peak times).
  • Develop Team Members by monitoring: effectiveness, attitude (attendance, time keeping and appearance), call quality (remote and side by side call auditing) and job knowledge (tests). Set with Director of Services assistance clear personal development plans and targets/goals to work towards to for each team member. Arrange to coach new team members and assess them till ready to take calls.
  • Serve as the primary facilitator to drive efficient and customer-centric processes and service for our customer base.
  • Quality – Maintain an effective Quality System and comply with the requirements of ISO 9001, the Quality Policy and documented processes. Promptly escalate. 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.
  • Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

  • Bachelor's degree or equivalent work experience.
  • Previous experience leading teams by preference in similar environement.
  • Demonstrated analytical thinking and problem solving ability.
  • Tenacity and creativity in handling customer issues.
  • Good knowledge of Dutch, French and English.

Locations: Belgium ; Diegem

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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