Job Description Summary

The Services General Manager (GM) is responsible for functional support of the Service organization, managing the complex customer service business through leadership & development of the team. In addition, this role will drive the Solutions business through collaboration with the commercial organization. The GM will create a culture to achieve customer loyalty.

Job Description

Key Responsibilities Include:

• Setting the agenda, initiatives, and culture in the service organisation to help ensure that financial, employee, and customer goals are met or exceeded in the region
• Establishes and fosters enterprise-wide customer relationships that have significant impact on the financial and customer health of the organisation
• Accountable for positive leadership of direct reports and entire Service organisation to include ongoing direction, coaching, and career development
• Drives business results and manages customer relationships within area of responsibility  
• Owns operational processes (Preventative Maintenance (PM) completion, Overtime management, Non-contract Revenue, Field Engineer Tool utilization)
• Leads and cultivates a culture in line with the GE Leadership Behviours underpinned by integrity
• Develops strong customer relationships and serves as the interface between customer and all GE Healthcare organizations creating “one GE Healthcare” for the customer
• Proactively identifies customer needs and develops and implements customer specific solutions
• Leads service delivery which continuously surpasses customer expectations  
• Leverages internal relationships to enhance business performance and customer experiences.
• Promotes a safe working environment and ensures compliance with applicable Environmental, Health & Safety policies and procedures
• Drives change initiatives as required to improve efficiencies and execute on business commitments.  

Quality Specific Goals:

• 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. 
• Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization. 
• Identify and report any personal quality or compliance concerns immediately to the Quality Organization. 
• Ensure timely dispatch closure. 
• 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.

Required Qualifications:

• Bachelor’s degree 
• At least 7 years of leadership experience or equivalent experience with leadership and technical support
• Proven experience leading a team, managing customer relationships and/or managing a P&L or comparable business unit. 
• Ability to develop and execute multiple priorities and approaches to meet objectives  
• Exceptional interpersonal skills 
• Willingness to travel

Preferred Qualifications:

• MBA
• Prior field sales or field service experience  
• Proven leadership and ability to orchestrate resources and motivate teams  
• Strong business acumen  
• An inclusive leader that builds a connection to the workforce through personal involvement and trust 
• Proven ability to influence and drive change through exceptional written and verbal communication skills  
• Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals 
• Understanding of customer/marketplace and drivers that influence customer behavior 
• Previous direct report management/leadership experience  
• Ability to resolve complex issues within functional area and/or area of expertise  
• Ability to develop and execute multiple priorities and approaches to meet objectives  
• Direct customer relationship experience 
• Proven ability to effectively communicate across a distributed workforce

Additional Information