Service Manager

GE HealthCare

22d

About The Position

The Service Manager provides the key local customer interface and day-to-day work direction for assigned personnel at specific accounts, ensuring customer satisfaction and Service Excellence in accordance with contract requirements. The position may be based in Little Rock, Arkansas; New Orleans, Louisiana; or Kansas City, Missouri, and covers the primary service areas associated with those locations. Relocation support is available for out-of-state candidates. The role includes direct people-management responsibility, including staffing decisions and performance development, and may involve sharing on-call or service-call escalation duties. The Service Manager also functions as a Site Leader and manages customer relationships at assigned sites. Responsibilities may include tracking financial performance, maintaining approved parts inventory, and managing vendor service delivery in compliance with GE policies. The position requires maintaining technical knowledge of current standards for the safe and effective use of medical equipment. The manager may instruct hospital personnel on equipment operation, diagnostics, effective use, and repair. The role also requires compliance with applicable Health and Human Services, Environmental Health and Safety, and other regulatory requirements. Travel outside the assigned region is required.

Requirements

Associate's or bachelor's degree in a related field and at least 4 years of experience servicing medical equipment; or equivalent military education and at least 4 years of experience servicing medical equipment; or high school diploma/GED and at least 6 years of experience servicing medical equipment.
At least 4 years of experience as a Biomedical Technician.
At least 2 years of progressive team leadership experience supervising and coaching technical personnel and resolving customer-relations issues.
Qualified experience in a customer-service environment and knowledge of customer-account coordination.
Experience managing financial and administrative requirements of the position.
Strong communication and presentation skills, including the ability to explain technical issues to customers in an easy-to-understand manner.
Ability to analyze metrics and reports (SEDs).
Proficiency completing electronic documentation with technological tools such as an iPad or iPhone, and familiarity with programs such as Microsoft Office.
Willingness to travel outside the assigned region.
Must have and maintain a valid driver's license.
Must be legally authorized to work in the United States; employment visa sponsorship is not available.
Any employment offer is conditioned on successful completion of a drug screen, as applicable.

Responsibilities

Use knowledge of customer contracts, as directed, to ensure obligations are met.
Prioritize service, assign personnel, and follow up on commitments.
Hire and develop service-team talent, including making staffing decisions and managing performance development.
Share on-call or service-call escalation responsibilities.
Function as Site Leader and manage customer relationships at assigned sites.
Ensure service quality through frequent customer contact and formal quality reviews.
Ensure prompt and accurate filing of expense, time, and service reports for direct reports.
May track and analyze financial performance with MSD and/or ASL.
May maintain approved parts inventory and manage vendor service delivery processes in compliance with GE policies.
Maintain technical knowledge of current standards for the safe and effective use of medical equipment through instruction.
May instruct hospital personnel on equipment operation, diagnostics, effective use, and repair.
Meet Health and Human Services, Environmental Health and Safety, and other applicable regulatory requirements.
Communicate and partner effectively with teammates and colleagues.