Customer Supply Excellence Associate

GE HealthCare

20d•$108,000 - $162,000•Onsite

About The Position

A Customer Supply Excellence Associate is a key member of the PET Radiopharmaceutical Pharmacy Operations team that plays an invaluable role in serving our patients by optimizing product access, improving supply performance across our PET manufacturing network and building trust with our imaging-center customers who administer our product to patients every day. The Customer Supply Excellence Associate will serve as the primary point of contact for many execution-related customer communications, translate operational execution decisions into clear and consistent customer messaging, and coordinates service recovery plans among all stakeholders to maximize the customer and patient experience in a dynamic supply environment. In this role you will be truly making a difference in patients lives on a daily basis.

Requirements

Bachelor’s degree and a minimum of 5 years of professional experience; OR a minimum of 9 years of professional experience in lieu of a degree.
Proven success in a customer service–focused environment.
Ability to start the workday no later than 7:30 a.m. EST.
Fluency in English.
Ability to operate effectively in a global environment across multiple time zones, including occasional work outside standard business hours
Strong organizational, analytical, and problem‑solving skills.
Ability to maintain professionalism during stressful situations and customer emergencies.
Demonstrated project management skills, including multitasking and meeting deadlines.
Strong verbal and written communication skills, including conveying technical information clearly.
Demonstrated resilience, sound judgment, and effectiveness in fast‑paced environments.

Nice To Haves

Clinical or technical knowledge of PET/CT imaging.
2+ years of experience in Nuclear Medicine and/or Radiopharmacy; understanding of PET manufacturing and distribution preferred.
Knowledge of PET imaging customer experience and retention within a competitive marketplace.
1+ years of customer service experience in radiopharmaceuticals.
Knowledge of regulatory requirements (DMV, DOT, Board of Pharmacy).
Understanding of logistics and supply chain requirements for radiotracer or MedTech manufacturing and distribution.
Ability to build productive cross‑functional relationships with CMOs, pharmacists, imaging centers, and supply chain partners.
Ability to develop and implement contingency plans for production disruptions, supply chain challenges, or regulatory changes.
Ability to identify and escalate performance issues with external manufacturers to senior leadership, including risks and recommended solutions.
Some knowledge of 21 CFR 212, FDA regulations, and GMP as they apply to radiopharmaceuticals and external manufacturing.
Understanding of radiopharmacy operations and the handling of radiotracers in accordance with industry standards.
Strong knowledge of SAP, Oracle, or other ERP systems is a plus.
Familiarity with Lean Manufacturing, Six Sigma, or other continuous improvement methodologies.

Responsibilities

Acts as primary daily owner of monitoring and review of customer orders including the 24-72 hour product demand
Confirmation executable supply plans at assigned CMOs exist and align with orders
Serve as the primary point of contact and key liaison for execution-related pharmacy communications
Act as the primary liaison between the customer and the GEHC internal organization, including Commercial, Customer Service, Project Management, Supply Chain, and External Manufacturing for all order-related inquiries and updates
Analyze and optimize dose ordering and distribution across the supply network
Act as an advisor integrating fact-based customer-level insights into actionable supply network perspectives and planning
Oversee and monitor daily logistics for PET radiopharmaceuticals from our CMO and pharmacy partners to our customers.
Partner with Supply Chain for GEHC logistics of distributed product including pickup, arrangement of flights, etc.
Build productive relationships with both Customers and CMO Pharmacies to enable meaningful actionable insights and patient-focused decisions across the supply network
Develop and coordinate supply recovery plans with network pharmacies, logistics and supply chain providers, and our customers / imaging centers
Monitor leading indicators or customer on-time delivery performance including delivery slot utilization, order lead time, release time adherence, logistics variability, notification lead time, and site-level insights, and solutions to improve customer experience with our PET tracer products
Being a key voice in escalation and issue identification to senior management on the performance of external manufacturers, focusing on key issues, risks, and solutions.