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: This role is responsible for managing the online engineering team who offer remote systems support to customers within the Service and Customer Support function for GE Healthcare for our ANZ/Fijian/PNG customers. This role requires a seasoned professional who can manage teams, change, performance and process design that relates to a number of technology platforms to run the business - including CRMs, engineering/diagnostics systems, telephony systems, planning systems and communication systems.
Essential Responsibilities: This role will work closely with many stakeholders and customers to deliver service and it is expected to be a key support for the GE1 Leader and work as part of a positive team.
• Be responsible for providing strong, positive leadership and guidance to the entire team of online engineers, based across ANZ • Be responsible for driving a program of change in relation to work design and culture within the team and ensure that positive improvements are maintained and optimized over time • Be responsible for the overall management of the team to ensure they deliver to the KPIs, performance measures, compliance and other required aspects of the role; and take action where the performance requirements are not met; reporting on issues • In conjunction with the GE1 & Field Engineering teams, develop and manage an ongoing customer escalation program; with a clear focus on delivering quick support to customers and being responsible for problem solving performance or support issues to ensure high levels of customer satisfaction • Be responsible for preparing accurate, easy to understand and insightful reporting that informs the business about the online engineering workloads, performance and completions; highlighting issues or fault trends • Be responsible for developing insights from key reporting to identify process improvement initiatives; make recommendations on initiatives that will drive improvement and be responsible for driving these forward • Conduct regular assessment and analysis of the various systems and processes that form part of the online engineering tool kit to ensure they are fit for purpose or need optimisation; where optimisation is required be responsible for driving the research, recommendations and projects for any new systems or integrations • Manage the overall redesign/ongoing design of the online engineering job management processes with a keen eye on criticality of issue, case management, performance and efficiency. • Be a key contributor to setting and maintaining a positive culture within the Centre; leading by example with consistent positive approach in the face of change and challenges • Ensure accurate and compliant entry and maintenance of all systems as required as part of the role and take the lead in educating/training the team and others on system utilisation as it relates to quality, compliance and performance reporting; including but not limited to CRMs, telephony systems, communication systems, planning systems and diagnostic systems • Ensure that all project/initiative and other reporting documents include explicit modelling of the impact to customer experience and cost/revenue to ensure this can be clearly communicated to the business when dealing with improvement projects. • Deal directly with customers in a positive manner in the completion of the role, ensuring a professional and helpful approach is maintained at all times • Contribute or host team training as required and prepare relevant documents or maintain relevant knowledge base where appropriate to role • Produce high quality correspondence; presentations, meeting agendas, emails and any external or internal mailings • Handle highly confidential and sensitive material, especially customer related, information • Act as a key support to the GE1 Leader and support key projects/initiative roll outs within GEHC as required • Complete any other administration or coordination role as required from time to time by the business • Performance management of team members as required • Work with key internal and external stakeholders in the management of Service and Support for GE Healthcare customers • Ensure effective communication of issues to the business ensuring we keep stakeholders informed and up to date • Complete any other administration or coordination role as required from time to time by the business
1. Bachelor’s Degree in an appropriate field 2. Demonstrated interpersonal skills with the ability to multi task and create solutions in complex environments 3. Experience in change management programs 4. At least 3 years’ experience in a management or senior management position within a customer service/call centre/engineering/medical system diagnostics/military or process environment managing teams >10. 5. Experience within a complex role dealing with regulatory, compliance and multiple reporting requirements 6. Strong demonstrated report writing skills, ability to interpret and articulate complex ideas in a simply manner to a wide audience 7. Demonstrated experience working across multiple teamsin multiple locations, influencing at various levels and working within complex team environments 8. Ability to deal with high change environments and respond in a sustained positive manner 9. Ability to positively lead teams and embody leadership traits that influence others to better performance and impact culture in a positive way 10. Current drivers license
Ability to attain
1. Lean or other formal process improvement qualifications 2. Knowledge and understanding of training skills and processes
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 management and other required training within the defined deadlines 3. Identify and report any quality or compliance concerns and take immediate corrective action as required 4. Prepare insightful easy to read reports that demonstrate real performance to actuals and use insights from this reporting to identify process improvement opportunities and make recommendations/drive initiatives 5. Effectively manage teams with members in multiple locations, leading by example, demonstrating positive leadership and mentoring qualities. 6. Drive a continuous improvement and solutions focused culture. 7. Ensure the business and teams performs within the KPIs required and report on exceptions with remediation’s. 8. Conduct performance reviews and monitor development and progress of all team members 9. Take ownership and drive projects and initiatives as required, delivering value to the business through effort and quality
Desired Characteristics: • Proven ability to work with mulitple stakeholders in a cross regional environment, prioritize multiple priorities to meet scheduled completion dates and customer expectations • Demonstrated ability to effectively communicate in a matrix environment with a proven ability to work with and influence team members to achieve mutual goals • Working knowledge of Microsoft Windows and Office Applications, proficient in project management software such as MS Project • Knowledge of Oracle and/or Siebel systems • Knowledge of medical diagnostics or similar (preferred not essential) • Resilent and positive in high change environments, leads by behavioural example • Competent communicator • Candidate must have a valid driver’s license
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