Service Director - PCS

GE HealthCare • Baltimore, MD

3d • $108,000 - $162,000

About The Position

The Service Director oversees resources and logistics required to perform customer-site services and maintenance activities. These activities support, maintain, repair, and refurbish sold or existing products, including preventive and remedial maintenance, maintenance facilities, and field services engineering. The role is responsible for planning and executing departmental operations or for executing professional activities within a technical discipline. It operates with some autonomy under established policies and review of results, and may modify procedures and practices provided work meets standards for quality, volume, and timeliness.

The role serves as the customer’s single point of contact for timely, satisfactory resolution of concerns across support services in an assigned region, product, or coverage area. It maintains ongoing technical and business contact with assigned customers and coordinates access to appropriate internal functions. As a people leader, the Service Director hires and develops talent, manages staffing and performance development, and applies technical expertise and analytical thinking to execute policy and strategy. The position also draws on knowledge of best practices and market competition, develops solutions for complex processes, supports less-experienced colleagues, may lead small low-risk projects, builds team consensus, communicates performance expectations, and may handle sensitive issues.

Requirements

• For roles outside the USA: advanced experience in Services & Customer Service Management; knowledge comparable to a bachelor’s degree from an accredited university or college, or a high school diploma with relevant experience.
• For roles in the USA: bachelor’s degree from an accredited university or college, or a high school diploma/GED with at least 6 years of experience in the relevant Job Family Group(s)/Function(s).
• 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.

Responsibilities

• Serve as the customer’s single point of contact for timely and satisfactory resolution of concerns involving assigned support services.
• Maintain knowledge of assigned regions, coverage areas, product lines, and associated configuration installations, and connect customers with appropriate internal functions.
• Establish and maintain ongoing technical and business support for assigned customers in a designated geographic region or coverage area.
• Plan and execute departmental operations or execute professional activities within a technical discipline.
• Hire and develop talent, manage staffing, and oversee performance development.
• Use technical and analytical experience to execute policy and strategy and address complicated processes with technical variety or interdependent production cycles.
• Act as a resource for less-experienced colleagues and may lead small projects with low risks and resource requirements.
• Explain information, develop team members’ ability to reach consensus, convey performance expectations, and handle sensitive issues.

Benefits

• Medical, dental, and vision coverage
• Paid time off
• 401(k) plan with employee and company contribution opportunities
• Life, disability, and accident insurance
• Tuition reimbursement
• Relocation assistance
• May be eligible for performance-based incentive compensation, including cash bonuses and/or long-term incentives

What This Job Offers

• Job Type: Full-time
• Career Level: Director