Service Channel and Customer Experience Specialist

Job Description Summary You will be responsible for Service Channel Operations in country, lead the channel strategy and initiatives to achieve sustainable service delivery, profitable growth, and operational compliance. You will manage operations and lead team to achieve channel excellence and deliver satisfactory customer experience. The role will have strong operational synergy with regional service operations and technical team on process, system improvements, quality, customer experience and safety implementation.
This role will report to the country Director of Service (DOS).

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. Job Description

Roles and Responsibilities

• Partner with 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.
• 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 experiences
• Responsible for nationwide service channel organization for Service Delivery, throughout lifecycle across modalities (CP & SP, indirectly: monitoring and reviewing).
• Together with equipment and service commercial to have quarter business review internally & externally, specific for Service Delivery portion (CP & SP) and provide the outcome and recommendation.
• Lead and improve service operations for Channel Partners & Service Providers, consists of: IB traceability, FMI, Training & Learning, Process & System, Escalation, CP/ SP SSO Management, Service Operations Hygiene (SR, Inventory, CP2.0 Operations, CHU) in terms of completeness, obstacles, and readiness.
• Driving customer experience process improvement for direct & indirect service team, including but not limited to OLC, Remote Fix, OTF, CSAT, FE & Online Standby Plan and give input and action plan together with Service Managers and DOS and follow the action plan until its success.
• Act as data expert to provide business intelligence, analysis & recommendation to Leadership team like resources planning, training needed, utilization, efficiency, productivity etc.
• Be the focal point in Indonesia for ServiceMax – CP Portal readiness, deployment strategy & execution for all Channel Partners & Service Providers.
• Promote & maintain GEHC EHS & Quality standard through Channel Partners & Service Providers.

Required Qualifications

• Bachelor degree or above
• At least 5 experiences 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 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, business analytics skill
• Strong ethics, integrity and compliance orientation

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.

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Additional Information

Relocation Assistance Provided: No