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Service Quality Program Specialist , ASEAN

  • GE Healthcare
  • Experienced
  • Posted 1/22/2018 11:49:46 PM
  • 3027124
  • Job Function: Services
  • Business Segment: Healthcare Global Services
Location(s): Malaysia, Philippines; Kuala Lumpur

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:
The Service Quality Program Specialist will be responsible to drive the development and execution of quality and compliance programs among our Field Service population (direct and indirect) while constantly improving on existing processes. She/He will work very closely with field teams as well as business functions to ensure 100% compliance to GEHC Quality Management Systems..

Essential Responsibilities:
1. Drive the relevant ASEAN Quality and Compliance programs to ensure field effectiveness and adherence to all GEHC Quality related processes.
2. Run regular reporting mechanisms to measure and control the adherence to the set Q&C targets and requirements. Report to country, regional and global management representatives on current trends, improvement actions and help needed.
3. Interpret statistical data, analyze metric results and develop specific improvement actions. Partner with country teams to lead improvement actions.
4. Collaborate with countries and functions to visualize and define process improvement opportunities. Lead the change!
5. Be the regional as well as global representative for her/his relevant Q&C programs and initiatives. Work with other regions and global teams to identify best practice and applicable solutions and implement them in ASEAN.
6. Be the subject matter expert for his/her relevant Q&C measurement. Be able to define and understand the field challenges and partner with regional or global teams to development and implement relevant solutions to equip our field teams to perform their day to day tasks in a compliant manner.
7. Understand the data measurements and be able to identify any discrepancies in complex data sets – excellent data analytical skills and Excel abilities.
8. Continuously train field teams on the correct use and deployment of service quality and compliance initiatives.
9. Own routine field escalations related to Q&C and define the correct solutions in partnership with country, regional and global teams.
10. Be the ultimate promoter of a Quality and Compliance Culture amongst the Service organization.

• Bachelor’s Degree or equivalent qualification
• Preferably 1 year Quality Assurance experience or 2 years of operational experience in a Services organization/medical device industry.
• Minimum of 3 years progressive work experience.
• Have a strong knowledge of Extract, Transform and Load frameworks and adept at queries, report writing and presenting findings.
• Demonstrated collaboration, negotiation and conflict resolution skills.
• Strong process and analytical skills demonstrating ability to identify root causes of problems; generate and evaluate creative alternative solutions; implement problem resolutions quickly and effectively with fact-based decisions.
• Proven experience in high volume and fast paced environment.
• Demonstrated program and project management experience.
• Excellent planning, prioritization, and organizational skills
• Excellent interpersonal, verbal & written communication skills.
• Proven coordination and influencing skills.
• Change agent with energy, passion & enthusiasm to drive change.
• Customer focused mindset with proven ability to respond quickly to internal and external customer needs.
• High work ethics and integrity.
• Fluent in English.

Quality & Compliance Specific Goals:
1. 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.
2. Complete all planned Quality & Compliance training within the defined deadlines.
3. Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.
4. Identify and report any personal quality or compliance concerns immediately to the Quality Organization.
5. Ensure timely dispatch closure.
6. Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe.
7. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

Desired Characteristics:
• Good knowledge of and experience with reporting packages and proven experience as a data analyst preferred.
• Fluent in multiple ASEAN languages.

Locations: Malaysia, Philippines; Kuala Lumpur

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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