Job Description SummaryAs part of the GE Healthcare Solutions Enterprise Imaging (SEI) team in DACH and Eastern Europe (EE), this role is responsible for project delivery, handling service support and management of technical staff in providing the highest quality services for customers within these regions.
The mission of the role is to ensure a high quality of service delivery for our customers, positioning Service as a growth engine for the business, and keep a strong focus on customer satisfaction.
The Regional Service Manager (f/m/d) will also be the first point of contact for customer management escalation and support the needs for regular project and support service reviews on-site or remotely and provide report out on SLA's. Will work closely with the cross-functional teams in the region and support pre-sales tender/RFP responses on service-related topics and service maintenance contract charges.

​This position will be filled remote in Germany.

At GE HealthCare, our machines, our software, our solutions, our services, and our people make a genuine difference to medical professionals and patients all over the world. That’s because we never lose sight of what healthcare really needs—the human touch.

Job Description

Key Roles & Experiences:

Improve the performance of the regional Solution for Enterprise Imaging (SEI) Services business (Delivery & Support teams) across core KPIs including revenue targets, profitability, customer satisfaction on both projects and support, project overruns, revenue generation and customer attrition and new sockets. The regions to cover are  DACH ( Germany, Austria & Switzerland) and EE (Eastern Europe)Results- driven with High Say/Do ratio and passionate about taking great care of our customers and their patientsExpertise in building efficient, effective and high performing teams that build the technical and operational capabilities to deliver SEI’s strategic ambitionAccountable for operational transparency through agreed metrics and tracking progress against commitments that contribute to Monthly Operation Review (MOR)Ability to maintain Operational efficiency such that daily, weekly, monthly operations track priorities and contribute to MORFearless in taking actions: drive accountability within teams for deliverables, measurement tracking and performance against objectivesFoster a customer obsession culture within the teams, rewarding improvements in key areas such as customer satisfaction,  customer adoption of our products and finding opportunities to improve the customer and patient experience across every touchpoint they have with GE HealthCareEvangelize benefits of consistent tools: Partnering with Commercial Solutions and Customer Success Management (CSM) teams, drive and deliver investment business cases that leverage strategic tools, improve processes and deliver transparent reporting across regions.Accountable for helping the regional service organisation understand where they are in regards to operating profit, revenue generation, performance against benchmarks and the levers we have to improve these.Accountable for staying within budget for travel, training and infrastructure, whilst ensuring that budget is prioritized to improving the service we are providing for our customers

Future Market Considerations

Connect customer outcome to technical solutions | changes needed on product / services to offer world class serviceUnderstand latest market trends in service and support, understand what the competition is doing, changes needed to reduce cost to serve and improve margins

Demonstration of Leadership Behaviours

Focus:  Deliver for customers, with speed & transparencyFocus:  Strive for simplicity and efficiencyFocus:  Listen, use data and seek solutions to drive progress on GE HealthcareOwnership:  Do the right thing - hold yourself & others accountable to executeOwnership:  Be adaptable and navigate change, with a winning team spiritOwnership:  Relentlessly pursue a better wayTrust:   Communicate candidly, clearly and with respectTrust:   Commit to develop yourself & othersTrust:   Build an inspired, inclusive & diverse work environment

Your profile:

University degree in business economics, engineering or a related fieldSeveral years of experience as leader with familiarity with hospital Radiology and / or Cardiology solutions like RIS & PACS, workflow products, department workflows, personas and key terminologies required to address customer concerns / issues, Project Delivery tools & methods, Clinical solution design and configuration and change management,  Customer service desk /Incident management, Problem Management, Knowledge Management and Continuous Services Improvement & Training.Understand Project Delivery, project milestones, project acceptance and revenue recognition .Understand a Support organization where timely response is literally a matter of life and death.Understand competition, product differentiators and innovate product delivery and services to be a market leaderManage customer escalations by understanding root causes, ensuring SLAs are maintained, root causes are identified and continuous improvements made both in implementation and supportNative or fluent German language skills, fluent English language skillsWillingness to travel (25-30%)Valid driving lisence

What we offer:

A permanent position at a world-leading manufacturer of medical technologyAn exciting and diverse range of responsibilities in a growth-oriented company and with international teamsThis position will be filled remote in GermanyCompany car for professional and private useFitness- and health benefits30 days holiday

If you are interested in learning more we are looking forward to your online-application!

Don't meet all the requirements? We are aware that there is almost never a perfect profile. You can learn (almost) anything as long as you are interested and enjoy new topics and challenges. In short: we look forward to receiving your application, even if you do not yet meet the requirements 100%!

About us

GE HealthCare is a leading global medical technology and digital solutions innovator with over 100 years of healthcare industry experience and around 50,000 employees globally. We enable clinicians to make faster, more informed decisions through intelligent devices, data analytics, applications and services, supported by our Edison intelligence platform. We operate at the center of an ecosystem working toward precision health - digitizing healthcare, helping drive productivity and improving outcomes for patients, providers, health systems and researchers around the world.

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.

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.

GE HealthCare - Creating a world where healthcare has no limits

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Additional Information

Relocation Assistance Provided: No