Sr Manager Field Services, Escalation Management

GE HealthCare

1d • Remote

About The Position

The Senior Manager of Field Services - Escalation Management is responsible for leading a team of technical experts, major incident managers and customer advocates in the effective resolution of technical escalations in the Services organization for US and Canada customers. This role ensures that complex issues are handled efficiently, enhancing customer satisfaction and service delivery. The Senior Manager will also drive process improvements and foster a culture of collaboration and excellence within the team. The Senior Manager role is a customer-facing leadership position directly responsible for managing a team of customer-facing experts in enterprise imaging radiology and cardiology IT solutions. This is a remote role where you will work out of your home office. The successful candidate will need to reside in the United States with the ability to work from home in a dedicated office space, free from distraction with a high-speed internet connection. GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Requirements

• Bachelor's degree from an accredited university or college and a minimum 2 years of radiology and/or cardiology IT enterprise imaging in a Support Services organization; OR a high school diploma/GED with a minimum 6 years of radiology and/or cardiology IT enterprise imaging in a Support Services organization.
• Proven ability to drive root cause analysis and systemic improvements in customer experience and support KPIs.
• Ability to facilitate and coach technical resources through complex problem resolution and customer communication, aiming to speed resolution and minimize escalations.
• Executive communication and presentation skills, with a proven track record in successfully managing customer relationships and complex problems.
• Excellent leadership and people development skills, with a servant leadership style.
• Strong presentation, oral, and written communication skills; exceptional interpersonal abilities.
• Proven track record of driving process improvements and ensuring compliance.
• Willing to work a rotational on call weekend schedule that can include after hours for major incidents (approximately every 7 weeks).
• Must be willing to travel up to 25%.
• Legal authorization to work in the U.S. is required.
• We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Nice To Haves

• Experience with PowerPoint, Excel, Smartsheet, Power BI, Service Cloud, etc.
• Leadership experience that includes direct reports.
• Demonstrated ability to establish and maintain effective queue management to meet customer expectations and SLO (Service Level Objective) and SLA (Service Level Agreement) obligations.
• Knowledge of best practices and how one’s area integrates with others; awareness of competition and differentiating factors in the market.
• Demonstrated ability to analyze and resolve problems.
• Demonstrated ability to lead programs / projects.
• Ability to document, plan, market, and execute programs.
• Established project management skills.
• We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Responsibilities

• Serve as the people leader for teams including Field Engineers, Solution Consultants, Major Incident Managers, and Customer Advocate Leaders, all focused on customer-facing support services for radiology and cardiology enterprise imaging IT solutions.
• Develop and support team members to excel in their roles
• Manage the escalation process for technical issues, ensuring timely and effective resolution while coordinating with cross-functional teams
• Provide advanced technical support and guidance during critical escalations, leveraging deep knowledge of products and systems.
• Analyze incident data and escalation trends to identify opportunities for process enhancements and implement best practices in incident resolution.
• Engage with customers at a senior leadership level to manage escalations and ensure satisfaction and success in support services
• Lead the attainment of KPIs and drive continuous improvement, including Major Incident Management processes, escalation management, employee productivity, SLOs and SLAs, customer satisfaction, and retention.
• Foster a culture of customer obsession
• Partner with cross-functional leadership to identify gaps and improve processes and business results.
• Collaborate with Professional Services, Global Technical Support, Product Management, Organizational Readiness, and L4 Engineering teams to address underlying issues and enhance overall service quality
• Represent Support organization in quality Audits.
• Communicate effectively with internal and external stakeholders, providing regular updates on Support priorities, challenges, and outcomes; fosters strong relationships with key stakeholders to ensure alignment.
• Partners with internal stakeholders and professional services & support teams to optimize operational processes and systems, ensuring buy-in and adoption of best practices and standard toolsets.

Benefits

• GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

What This Job Offers

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