Area Service Leader - NV/AZ

📋 Description

• • As the Area Service Leader for the Southern Nevada and Northern Arizona Service market, you will be instrumental in implementing and executing the overarching service strategy to ensure operational excellence and commercial success.
• • This pivotal role demands strong leadership and coaching capabilities to guide and develop a team of Field Engineers and Biomedical Technicians, fostering a high-performance culture focused on customer satisfaction and business growth.
• • You will collaborate closely with the Sr. Area Service Leader and Market Service Director, as well as the local commercial account teams and peer management staff, to drive business expansion and enhance customer loyalty.
• • Serve as a primary point of contact for critical customer issues within your designated area, addressing service and support concerns to maintain strong client relationships and ensure seamless operations.
• • Cultivate and nurture robust relationships both internally and externally, which are crucial for improving customer outcomes, increasing market visibility, expanding market share, and driving profitability.
• • Take full ownership of the install base within your assigned territory, ensuring contract renewals and customer retention by partnering effectively with key stakeholders like the Market Service Director (MSD), Sr. Area Service Leader (Sr. ASL), and Healthcare Service Account Managers (HSAMs).
• • Be accountable for the meticulous execution of product recalls and preventative maintenance (PM) schedules, ensuring compliance and operational readiness.
• • Prepare for and actively participate in Quarterly Business Reviews (QBRs) with the Account Community, including site leads, HSAMs, MSDs, and the commercial team, providing insights and driving strategic alignment.
• • Manage day-to-day resource planning, including vacation schedules, installation support, and escalated service calls, ensuring optimal team utilization and responsiveness.
• • Develop a deep understanding of each customer's organizational structure, service delivery strategies, and desired business outcomes. This includes comprehending complex customer infrastructures, applications, and service solutions to proactively identify and address potential issues, thereby ensuring customer success.
• • Drive profitability through effective management of key performance indicators (KPIs) such as Vendor Cost of Poor Quality (VCP), other operational metrics, Travel & Living (T&L) expenses, and Real-Time closure rates. Actively support and lead local VCP initiatives to optimize service delivery and cost-efficiency.
• • Support commercial-service targets and actively identify and pursue additional revenue opportunities within the assigned customer base, in collaboration with regional leadership.
• • Possess a thorough understanding of contractual deliverables and ensure their smooth execution, guaranteeing service delivery aligns with contractual commitments and Service Level Agreements (SLAs), including timely resolution of issues.
• • Partner with GE HealthCare (GEHC) teams to develop and implement customer success plans. Gain buy-in for these strategies and execute them to help customers realize maximum value from GEHC products, thereby ensuring install base retention and long-term viability.
• • Maintain up-to-date knowledge of customer environments, industry trends, and technological advancements. Share insights and perspectives to influence customer success and strategic decision-making.
• • Act as the first point of contact for rejected service calls (identified through CARES or OLC systems), ensuring prompt and effective resolution.
• • Oversee and manage the on-call rotation process for the service team, ensuring continuous coverage and rapid response to critical incidents.
• • This role requires you to reside within or be willing to relocate to the Phoenix, AZ area, with relocation assistance provided for out-of-state candidates.
• • Embrace and embody GE HealthCare's core behaviors: act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity.
• • Contribute to a diverse and inclusive culture where focus, ownership, and trust are paramount, fostering a collaborative environment where the team can win together and enjoy their work.
• • Operate with a lean and safety-first mindset in all aspects of the role.
• • Uphold unyielding integrity and compliance in all actions and decisions.