Director of Service, Surgery MidAtlantic Region

GE HEALTHCARE

18d

About The Position

GE Healthcare Surgery is committed to designing Intraoperative imaging systems that are clinically relevant and provide an optimal experience for surgeons and interventionalists to visualize anatomy and lesions, guide interventions, and navigate inside the human body. Our mission is to change the standard of care in surgical interventions with real-time visual guidance, giving surgeons the information needed to immediately make critical decisions. The Field Service Director will lead a team of 30 field engineers responsible for the installation, maintenance, and repair of surgical X-ray equipment in the MidAtlantic region (WV, VA, KY, TN, NC, SC, part of GA). This role requires a strategic leader with exceptional management skills and strong technical or financial skills to ensure high-quality service delivery and customer satisfaction. The Field Service Director will also be responsible for managing a $33M profit and loss (P&L) account. Will require 25-50% travel within the region.

Requirements

• Bachelor's degree and minimum of 5 years leadership experience or equivalent OR HS diploma/GED and 9 years progressive experience with leadership experience, preferably in the medical equipment industry.
• Experience in financial management and P&L responsibility.
• Proven leadership and team management skills, ability to motivate teams
• Direct customer relationship experience
• Ability to analyze data and make informed decisions.
• Willingness to travel (25-50%, depending on hiring location)

Nice To Haves

• Strong business acumen
• Exceptional communication and interpersonal skills.
• Proven ability to influence and drive change through exceptional written and verbal communication skills
• Demonstrated tendency to challenge the status quo, drive constant improvement in process and ability to achieve organizational goals.
• Ability to resolve complex issues within functional area and/or area of expertise.
• Ability to develop and execute multiple priorities and approaches to meet objectives.
• Highly adaptable to change.
• Strong problem-solving skills and attention to detail.

Responsibilities

• Lead, mentor, and manage a team of 30+ field engineers.
• Ensure FE technical skills, customer relation skills, and technical knowledge.
• Conduct regular performance evaluations and provide constructive feedback.
• Foster a positive and collaborative team environment.
• Lead and cultivate a culture of GE value, integrity and profitable growth.
• Develop and implement change management strategies that maximize employee adoption and minimize resistance.
• Own service operational processes (staffing, Case/PM completion, OT mgmt., P&L, FE utilization, and employee quality compliance, etc.)
• Promote a safe working environment and ensure compliance with all applicable EHS policies and procedures.
• Oversee the scheduling and dispatching of field engineers to ensure timely service delivery. Monitor and manage service requests, ensuring they are completed efficiently and effectively.
• Implement and maintain service standards and protocols to ensure high-quality service.
• Ensure compliance with industry standards and regulations.
• Build and maintain strong relationships with clients, addressing their needs and concerns promptly and creating a “one GEHC for the customer” experience.
• Ensure customer satisfaction by delivering exceptional service and support, exceeding customer expectations.
• Handle escalated customer issues and provide resolutions in a timely manner.
• Proactively identify customer needs and develop and implement customer specific solutions.
• Develop and implement strategies to improve service efficiency and effectiveness.
• Analyze service data and metrics to identify areas for improvement.
• Collaborate with other departments to align service operations with overall company goals.
• Manage a $36M profit and loss (P&L) account.
• Develop and monitor budgets to ensure financial targets are met.
• Analyze financial performance and implement cost-saving measures where necessary.
• Report on financial performance to senior management.

Benefits

• GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation.
• GE HealthCare 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees