Service Operations General Manager, EAGM Zone

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

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GE HealthCare

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1892

🏥 Healthcare

💊 Pharmaceuticals

Healthcare • Medical Technology • Pharmaceuticals

GE HealthCare is a leader in precision care, dedicated to providing innovative technologies and integrated solutions that enhance healthcare services. As a stand-alone company, it focuses on imaging, ultrasound, and healthcare IT, empowering clinicians and improving patient outcomes through advanced medical technologies and personalized care solutions. With a significant investment in research and development, GE HealthCare aims to transform healthcare by making hospitals more efficient and therapies more precise.

📋 Description

• Lead development and execution of the EAGM service delivery strategy across RCIS, TCA, MESA and Africa LCTs • Drive customer experience, service quality, operational performance, field and remote service productivity, cash collection, margin expansion and P&L outcomes • Establish standards, tools, systems, processes, KPIs and performance management routines • Align service delivery with enterprise priorities, customer needs, regional growth objectives and service sales strategy • Drive simplification, transformation and harmonization of service processes across LCTs • Partner with Global Service Organization, EAGM leaders, AIS, Service Sales, OTR, Finance, HR, Quality, EHS and Zone Presidents • Own operational and financial growth initiatives, cost controls, contribution margin, cash, billing, contract execution, warranty and process improvements • Develop field-service profitability metrics and resource models to maximize productivity • Lead operating reviews and daily management systems; identify gaps and corrective actions • Improve field and remote service productivity through standard work, capacity management, resource optimization, digital tools and continuous improvement • Build strong customer relationships and lead customer CSO escalations through effective resolution • Drive CSAT, time to resolution, first-call resolution, service quality and escalation management improvements • Champion Heartbeat and the GEHC business system, including standard work, daily management, problem solving and operating cadence • Lead lean management, visual management, KPI discipline, root-cause problem solving and continuous improvement • Coach, mentor and develop LCT and Zone service leaders; recruit and develop talent • Build an inclusive, accountable, collaborative, safety- and quality-focused high-performance culture • Lead transformation, organizational design, change management, budgeting, long-term strategy, LTS, BPR and resource planning • Partner with Service Sales on service growth, renewals, customer retention and commercial operating rhythms • Collaborate with global and regional operations, product leaders and cross-functional functions to improve serviceability, reliability, product service performance and customer outcomes • Promote a safe work environment and ensure compliance with EHS policies, procedures and regulatory requirements • Identify and mitigate operational and security risks while maintaining connection to local market needs

🎯 Requirements

• Bachelor's degree (BA/BS) • Extensive experience working in Healthcare Services, Service delivery, Technical Operations, OTR or supply chain management • 10+ years of senior level sales management, product, and/or general management experience • Proven business/financial acumen, including demonstrated ability to motivate, influence, solve complex problems, and drive change at all levels of the organization • Extensive experience in process improvement, lean, project management, and solid analytical skills • Willingness and ability to travel within international geography • Proven leadership and ability to orchestrate resources and motivate teams and experience of managing remote teams and influencing organizations • An inclusive leader who builds a connection to the workforce through personal involvement and trust • Good balance of strategic thinking and strong operating rigor • Ability to influence, effectively understand and manage diversity (cultural, nationality, religion, gender, other), engage as a horizontal team player and drive change across-functionally in a highly matrixed environment • Ability to operate effectively in a multi-tasking, dynamic environment, while maintaining a forward thinking and customer-first attitude • Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals • Excellent communication, influencing, and team-building skills; highly skilled at written and verbal communication inside the company and with external customers • Servant leader – serves team by connecting at all levels and removing barriers for optimal engagement and business results • Unyielding personal integrity translating into culture of transparency and compliance • Lean practitioner • Fluency in English language • Desired: Master’s/MBA degree • Desired: MedTech industry experience beyond the GEHC product and solution portfolio • Desired: Familiarity with other GE HealthCare segments and supply chain structures

🏖️ Benefits

• Relocation Assistance Provided: No