Business Segment: Healthcare Sustainable Solutions
Location(s): India; Mumbai
About Us: GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
Role Summary: Regional Service Manager (West) is the main Point of Contact for West Region customers of GE Healthcare Life Sciences related to Services. Regional Service Manager is responsible for all After sales activities including commissioning of new equipment, resolution of technical issues, correspondence, and periodic updates ultimately ensuring customer satisfaction. Customer Service Manager will play a key role in continuing to grow Life Sciences business in India.
Essential Responsibilities: • Schedule and coordinate Service activities between customers and Field Service Team, to provide the highest level of service and in compliance with contracted Terms & Conditions and GE financial requirements. • Ensure Highest Customer satisfaction by providing prompt service, training and timely response to the customers. • Grow Service Business (Service contracts, Billable, Validation Services, Spare parts etc.) in Western Region. •To minimise Service AR by speeding up the collection of pending payments. • Partner along with Regional Sales team and ensure utmost Customer Satisfaction. • Set vision and metrics for team that support Customer Fulfilment • Financial responsibility including Service sales fulfilment, and account receivables • Review and approve all Work Orders completed by his team members. • Drive Regional Service KPIs, NPS and Utilization/ Field efficiency of his team. • Support the commercial Sales process on large projects, and prepare pricing for Service components to create POS business for Service. • Implement and drive EHS and QMS compliance in the team
Qualifications/Requirements: • Engineering University Graduate in Electronics/Electrical/Biotechnology stream. • Technical knowledge of Life Science Products • Demonstrated business / commercial acumen • Fluent in English language oral and written communication skills • At least 7 years of supervision / leadership experience • Strong customer service related background • Strong organizational, analytical, and problem solving abilities • Ability to work in and lead cross-functional teams • Demonstrated Program/Project management skills • Ability to travel, as needed. • experience within both technical, commercial, as well as customer relations areas
Desired Characteristics: • Experience in GE Global Field Services. • Strong service related background. • Demonstrated ability to manage multiple customer events simultaneously, sense of urgency • Six Sigma Green Belt certified (GE employees only)
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