Summary

The Service Operations Manager manages the customer relationship daily at specific account(s) to ensure customer satisfaction and Service Excellence per contract.
NOTE: This role is a client-facing role located on-site in Jacksonville, Florida.
GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Role Summary/Purpose:

The Service Operations Manager manages the customer relationship daily at specific account(s) to ensure customer satisfaction and Service Excellence per contract. This role is in Jacksonville, Florida area.

Essential Responsibilities:

• Meet Health and Human Services as well as Environment Health and Safety requirements.
• Assure service quality via frequent customer contact and formal quality reviews
• Track, analyze and drive financial performance with GEHC leadership
• Knowledge of customer contract to ensure obligations are met
• Coordinate with Hospital Health System Committee and leadership to reduce equipment rental costs
• Responsible for prompt and accurate filing of expense, time and service reports, accounts payable and billing
• Implement procedures to provide quality, cost effective service
• Lead ongoing technology assessment and capital plan by reestablishing inventory, assessing condition, establishing standard for tagging and inventory control, correlating repair vs. replacement costs as well as rental vs. purchase costs
• Responsible for expanded customer relationships at assigned account(s)
• 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
• Develop logistics program for internally equipment movement at customer site as well as multiple locations.
• Maintain technical knowledge of current standards for safe, effective use of medical equipment through instruction
• Be available for service-call escalation
• Prioritize service, assign resources and follow up on commitments
• Other special projects as assigned by Client Leadership.

Basic Qualifications/Requirements:

• Working knowledge of Microsoft (Excel, PowerPoint, Word)
• Two years of customer service experience interfacing with internal team & external customers with resulting knowledge of customer account coordination and solutions
• Bachelors’ Degree OR Associate's or equivalent formal technical military training

Desired Characteristics:

• Minimum 2 years previous experience Customer Facing in the Healthcare industry and/or healthcare setting.
• Candidate must be able to sit and stand for long periods of time due to need to move throughout customer facilities to assess inventory
• Change agent and process oriented
• Quality specific goals apply to this role
• Excellent analytical and communication skills with the ability to communicate technical and business issues to the customer in an easy-to-understand manner
• Demonstrate ability to exercise initiative, independent judgment, and be a self-starter.
• Must comply with all required vendor credentialing requirements.
• Ability to travel outside of assigned region 15%
• Strong relationship building skills

We expect all employees to live and breathe our behaviors: to act with humility and build trust, lead with transparency, deliver with focus and drive ownership – always with unyielding integrity

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

While GE Healthcare does not currently require U.S. employees to be vaccinated against COVID-19, some GE Healthcare customers have vaccination mandates that may apply to certain GE Healthcare employees.

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