Service Operations Specialist (SOS)

GE Healthcare

1mo ago

Job
Full-time
Senior & Expert Level
Healthcare
Melbourne

AI generated summary

You need a Bachelor's degree or equivalent experience, field service expertise, strong communication skills, problem-solving ability, and proficiency in Excel, Salesforce, and Spotfire.
You will collaborate with teams, monitor operations, manage resources, drive customer satisfaction, lead safety initiatives, and support continuous improvement for service efficiency and compliance.

Requirements

Bachelor’s degree or equivalent (advanced trade with 10yrs + experience)
Technical leadership, operational or management experience in an engineering/ IT or technical discipline
Experienced in Field Service
Strong communication skills to synthesize complex issues and communicate into simple messages.
Excellent problem solving and decision-making thinking skills, demonstrated with practical examples.
Strong working knowledge of excel, Salesforce and Spotfire – or a willingness to proactively learn.
Strong ability to influence and lead without authority in a matrix organization.
Willingness and ability to travel within your specified geographic region.
Strong understanding of value drivers, strategic alignment and financial acumen.
Demonstrated ability to energize, develop, and build rapport at all levels within an organization.
Exceptional skills as a change agent and process oriented individual.
Team oriented with a customer satisfaction mindset.

Responsibilities

Collaborate with peers in the Service Organisation, Functional and Sales teams to drive and execute on key business priorities and drive a customer first approach to resolving issues.
Assist SDM to maintain business operations, produce reports tracking team performance against key performance indicators, relevant metrics and Team Priorities
In conjunction with the Field service coordinator monitor utilization and optimization of resources
Be involved in team’s development and liaise with SDM for timely execution of Operational development
In conjunction with the Field service coordinator ensures timely execution and completion of field modification instructions (FMIs) and PM inspections and compliant documentation
Championing and leading productivity initiatives through the involvement in operational projects
Promotes and creates a positive safety culture amongst the team
Help the SDM to develop/manage leave calendar and planning including On-Call rostering and coverage and overtime Approval
Lead or participate in local (ANZ) initiatives and projects as needed or required to help drive consistency and reliability for our customers and front-line teams.
Coach and mentor SFEs and FEs on process improvement, soft skills, iCommunicate and other related methodologies.
Create regular opportunities to involve the team to share best practices on opportunity management and how to maximize total GEHC portfolio. Listen and lead program, and other sales positive initiatives.
Support the SDM to develop key customer relationships ensuring customer satisfaction
Drive processes for timely escalations – Customer Satisfaction Opportunities (CSO)
Manage customer expectations and escalations in timely manner. Attend customer meetings to assist SDM in preparing reports
Support the SDM with internal Communication – escalations, hard down systems, etc.
Liaise with PMO to ensure seamless and on time on budget installations
Drive adherence to field processes such as parts ordering and return, Dead On Arrival, Service Request (SR) rigour, primary FE/site alignment, On Call and Overtime management
Lead initiatives to improve overall speed and quality of response to customers.
Work with Project Management Officer (PMO) on installations and ensure timely delivery of system to customers.
Continue to influence the increase in remote connectivity and field remote fix rate. Liaise /consult with the On-Line Engineering team to ensure equipment connected to allow remote support.
Work with Senior Field Engineers and the Support Operation Centre & PM Planning teams to ensure resources are allocated efficiently
Maintain clean install-base data and liaise with Service commercial team to maintain sanitized contract data.
Ensure all test equipment and tools are managed correctly and where issues arise, identify and implement fixes. Escalate to Service Delivery Manager as appropriate.
Regularly provide updates, including regular communication to the business via various written, recorded, live presentations / updates to ensure visibility of the function across region.
Create regular opportunities to involve the team to share best practices on opportunity management and how to maximize total GEHC portfolio.
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
Create and drive a culture of safety and compliance within the team.
Implement programs like safety inspection, Take 2, defensive driving etc. to drive safety awareness to meet and exceed our employer obligations for our staff.
Prepare and communicate reports as required that share the performance of the team against the prevailing metrics being focused on e.g. FCR (First Call Resolution), TTR/OTF (Time to repair), FRFT (fix right first time) and other metrics
Implement safety metrics to ensure processes are always adhered to.
Partner with Quality Assurance, Regulatory Affairs, Product, PMO and Service team to drive traction on the topics including but not limited to: Install and Site Readiness checklists. Radiation and Electrical licensing. Electrical Safety compliance. FMI process execution. SR Quality. Tools and Test Equip calibration and compliance.
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 and Compliance training within the defined deadlines.
Identify and report any quality or compliance concerns and take immediate corrective action as required.
Knowledge and understanding of all Global Privacy and Anti-Competition Policies (including but not limited to GE Healthcare HIPPA Guidelines, NEMA Regulations, etc.) and operates within them to ensure that no company policy or US / Int’l Law is broken.
Knowledge and understanding of all Environmental Health Policies (including but not limited to GE Healthcare EHS Policies, GE Healthcare Fleet Rules, etc.) and operate within them to ensure that no company policy or US / Int’l Law is broken.
Ownership of order and configuration quality at the point of entry to ensure accuracy, configuration integrity and that all requirements are tied to documented customer inputs.
Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System.
Responsible for 100% compliance on teams EHS goals and metrics

FAQs

What is the primary responsibility of a Service Operations Specialist?

The primary responsibility is to support field engineers and customers in the maintenance and repair of medical equipment, ensuring seamless service delivery and optimal customer experience.

Who does the Service Operations Specialist report to?

The Service Operations Specialist reports to the Service Delivery Manager (SDM).

What skills are essential for this role?

Essential skills include exceptional communication, influencing skills, problem-solving capabilities, and a strong customer satisfaction mindset.

Is experience in field service required for this position?

Yes, experience in field service is required for the Service Operations Specialist role.

What educational qualifications are needed for this job?

A Bachelor’s degree or equivalent, such as an advanced trade with over 10 years of experience, is required.

Will the Service Operations Specialist be involved in customer interactions?

Yes, the role involves managing customer expectations, attending meetings, and ensuring customer satisfaction.

Are there opportunities for talent development and training in this role?

Yes, the Service Operations Specialist will participate in continuous improvement activities and provide coaching and mentorship to team members.

What kind of initiatives will the Service Operations Specialist lead?

The Specialist will lead productivity initiatives, operational projects, and local initiatives to drive consistency and reliability for customers.

Does GE HealthCare have a commitment to diversity and inclusion in hiring?

Yes, GE HealthCare is an Equal Opportunity Employer that encourages women and indigenous candidates to apply.

What type of working model is offered for this position?

The position offers flexible working options and hours in a hybrid format.

Are there benefits related to leave and family policies?

Yes, the organization offers generous leave and family policies, including 5 weeks of leave.

Will the Service Operations Specialist need to travel?

Yes, there is a willingness and ability to travel within the specified geographic region is expected.

What compliance responsibilities does the Service Operations Specialist have?

The Specialist will create and drive a culture of safety and compliance, implement safety programs, and ensure adherence to quality and compliance metrics.

Are employees required to be vaccinated for COVID-19?

Yes, all GE HealthCare employees are required to be fully vaccinated for Covid-19.

GE Healthcare

Science & Healthcare

Industry

10,001+

Employees

1892

Founded Year

Mission & Purpose

Every day millions of people feel the impact of our intelligent devices, advanced analytics and artificial intelligence. As a leading global medical technology and digital solutions innovator, GE HealthCare enables clinicians to make faster, more informed decisions through intelligent devices, data analytics, applications and services, supported by its Edison intelligence platform. With over 100 years of healthcare industry experience and around 50,000 employees globally, the company operates at the center of an ecosystem working toward precision health, digitizing healthcare, helping drive productivity and improve outcomes for patients, providers, health systems and researchers around the world. We embrace a culture of respect, transparency, integrity and diversity and we work to create a world where healthcare has no limits.