Service Channel Operation Leader SEA6

Service Channel Operations Leader

The Service Channel Operations Leader role will be responsible for Service Channel Operations in country, leading the channel strategy and initiatives to achieve sustainable service delivery, profitable growth, and operational compliance. He/She will manage operations and lead the team to achieve channel excellence and deliver a satisfactory customer experience. The role will have strong operational synergy with regional service operations and the technical team on process, system improvements, quality, customer experience, and safety implementation. He/She will also support service sales team and via channel relationship management to drive service growth. This role will report to the country Director of Service (DOS).

GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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.

Responsibilities include (but are not limited to):

• Partner with the channel excellence team to drive operationalization of the Channel Management Program leveraging metrics, communication, and accountability, including managing the lifecycle of partner qualification, onboarding, performance management, and transitioning.
• Ensure sales and service alignment on go-to-market strategy on service providers direction i.e CP vs CP2.0 vs SP operationalization
• Manage channel partner relationship on a day-to-day basis and provide transactional support compliance. Execute regular operating mechanism for performance review with partners, considering service operational and commercial KPIs, align on offboarding and onboarding decisions with the leadership team
• Ensure Service Ops Coordination with partners includes among others training, escalation and channel process rigor
• Provide administrative and operational leadership to the channel teams, ensuring efficient day-to-day operations, and responsible for quality, compliance, customer experience
• Manage and influence individuals and teams directly or indirectly reporting to this role to drive overall accountability, ownership, and progress against goals.
• Own and maintain daily communication with partners and key customers to ensure resolution and proper follow-up, leading to customer satisfaction. Collaborate cross-functions with sales and services, commercial and operations, and other functional support teams in a coherent and consistent fashion to achieve business results and local goals in terms of profitable delivery of services
• Support service commercial growth for the channel by analyzing, prioritizing related needs, and addressing gaps together with Service Sales Manager and Service Segment Leaders
• Deploy Service Provider program and processes, and assess partners to improve customer experience, quality, and performance to meet delivery metrics and financial targets
• Ensure service readiness and NPI support, technical training and competency management for indirect, support coordination to partners and customers, CSO management, FMIs, tools management, parts planning, service quality, EHS and audits
• Align with regional teams to implement frameworks, processes, and tools to improve channel efficiency service operations

Qualifications / Requirements:

• Bachelor degree or above
• At least 5-8 years' experience working in a regulated medical device or healthcare industry, preferably with working experience in service, channel, or operations roles
• Proven experience leading projects and managing customer relationships
• Strong horizontal working within a matrix organization and influencing skills
• Customer focused mindset with proven ability to respond quickly to internal and external customer needs
• Ability to understand and articulate complex business issues into simple messages and define required solutions
• Strong written and verbal communication and presentation skills
• Strong ethics, integrity, and compliance orientation

Preferred Qualifications:

• Prior field sales or field service experience
• Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals
• Understanding of customer/marketplace and drivers that influence customer behavior

Inclusion and Diversity

GE Healthcare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law. 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. Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you'd expect from an organization with global strength and scale, and you'll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.