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Service Center Coordinator

  • GE Healthcare
  • Experienced
  • Posted 12/4/2017 6:58:19 AM
  • 3038078
  • Job Function: Services
  • Business Segment: Healthcare Imaging
Location(s): Poland; Warsaw

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:
We are looking for growth-oriented individual who will be responsible for respond to calls from customer and field engineers and help to order parts. Service Center Coordinator will act as a reference for less experienced Service Center Specialists and can coach them. She/he will create and follows Service metrics and analysis and ensures follow up of the processes.

Essential Responsibilities:
  • Take incoming RFS and log the problem in the appropriate tool, if required.
  • Identify our contractual commitments and ensure accurate use of remote support.
  • Ensure accurate use of FE Diary and the Escalation Process.
  • Take incoming calls from FE's related to dispatching.
  • Enter all comments and agree on an action plan.
  • Offer suggestions on possible solutions.
  • Assign FE’s if they are listed in the System Preferred list.
  • When preferred FE is not available, use the training records and maps to find a suitable resource.
  • Escalate to Senior Co-coordinator according to Regional FE planning rules.
  • Order parts using the current parts ordering System and organize distribution if part in the region network or escalate if part in another location.
  • Fully understand and implement the CSO process as required.
  • Dispatch FE’s to RFS.
  • Escalate issues as required.
  • Create metrics to follow call center activity and performance and make analysis on a regularly defined basis.
  • Propose processes improvements and ensure follow up of the processes.
  • Accept change and ensure adherence of the other Service Center specialists to the agreed schedule, while maintaining a positive mindset within the team.
  • Support Service Centre Initiatives to increase customer satisfaction.
  • Lead escalation to TS (Mod/LCT) when Field Engineers are not available.
  • Escalate to SC Manager in case performance targets cannot be met by the team.
  • Coach less experienced Service Center Specialists and continually be a reference for them.

    • Experience in a Customer service role.
    • Fluency in English and Polish.
    • Proficiency in PowerPoint, Word, Excel and Outlook.
    • Effective time management and organizational skills; able to balance multiple priorities.
    • Excellent interpersonal, verbal and written communications skills.
    • Analytical and problem solving skills.
    • Skills to work under time pressure.

      Desired Characteristics:
      • Ability to Work independently with minimum direction.
      • Team player with strong interpersonal skills, capable of working within a globally diverse team across different time zones.
      • Ability to quickly identify and prioritize issues, create solutions and meet deadlines.

        Locations: Poland; Warsaw

        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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