Service Director

GE HealthCare•Asheville, NC

5d•Hybrid

About The Position

The Service Director oversees resources and logistics required to perform service and maintenance activities at customer sites. The work includes preventive and remedial maintenance, repair and refurbishment of sold or existing products, and management of maintenance facilities and field service engineering. The role is responsible for planning and executing departmental operations or executing professional activities within a technical discipline, with some autonomy under established policies and review of results. Procedures and practices may be modified provided quality, volume, timeliness, and other standards are met. The role serves as the primary customer contact for timely resolution of concerns across support services in an assigned region, product, or coverage area. It requires knowledge of the region, coverage area, product lines, and their configurations and installations, as well as coordination with internal functions and ongoing technical and business support for customers. The Service Director leads people, including hiring, staffing, and performance development, and applies technical expertise and analytical thinking to execute policy and strategy. The position may propose solutions outside established parameters, support less experienced colleagues, lead small low-risk projects, build team consensus, communicate performance expectations, and handle sensitive issues. The position requires up to 50% travel and the ability to work from home in a dedicated, distraction-free office with high-speed internet. U.S. work authorization is required; employment visa sponsorship is not available now or in the future. Relocation assistance is provided.

Requirements

One of the following education and experience combinations in the medical services industry: a bachelor's degree and at least 4 years of experience; an equivalent military education program and at least 4 years of experience; an associate degree and at least 6 years of experience; or a high school diploma/GED and at least 10 years of experience.
Leadership experience that includes leading technical teams.
Ability to travel up to 50%.
Ability to work from home in a dedicated office space free from distraction, with a high-speed internet connection.
Legal authorization to work in the United States; employment visa sponsorship is not available.

Nice To Haves

Strong oral and written communication skills.
Demonstrated ability to analyze and resolve problems.
Ability to document, plan, market, and execute programs.
Established project management skills.
Experience interfacing with external and internal customers.
Experience with P&L statements.

Responsibilities

Act as the single point of contact for customers, resolving concerns about support services in the assigned region, product, or coverage area in a timely and satisfactory manner.
Maintain knowledge of assigned regions, coverage areas, product lines, configurations, and installations, and connect customers with appropriate internal functions.
Establish and maintain contact with assigned customers to provide ongoing technical and business support.
Lead people, including hiring, staffing, and performance development.
Use technical knowledge, analytical thinking, and experience to execute policies and strategies.
Propose solutions to complicated manufacturing processes that may fall outside established parameters.
Serve as a resource for less experienced colleagues and may lead small, low-risk projects.
Communicate information and performance expectations, build team consensus, and handle sensitive issues.
Plan and execute service and maintenance operations, including preventive and remedial maintenance, repair, refurbishment, and field service activities.