GE HEALTHCARE

Compensation

Full Description

Job Description Summary As the Service Program Manager, you will drive overall client satisfaction based on consistent delivery of a total GE HealthCare support service solution. Responsible for managing the success of the relationship with multiple healthcare systems and/or customers to achieve the goals and objectives identified by the customer and GE HealthCare. Provides the client with a single point of contact for all service program operations, developing a strategy to ensure client retention, responsive to customer issues/escalations, and growth through close interaction with the onsite service delivery and sales teams. Job Description The Service Program Manager will be responsible for leading multiple projects within the service business unit including service, financial & operational reporting, issue resolution, program improvement, and comprehensive asset management. The individual will support project budgets, resources, schedules, risks, issue escalations, and results to meet customer requirements and ensure successful outcomes. Acting as the single point of contact for service issue escalations, the SPM must have excellent proactive communication skills and be able to effectively communicate both internally and externally. This role may be defined as more program and account management versus project management. Responsibilities: • Responsible for the ongoing meticulous install base inventory validation, contract entitlement validation, preventative maintenance schedules (GE HealthCare and non-GE HealthCare equipment), 3rd party vendor management of service documentation, and database sharing as defined in contractual terms. • Assure timely resolution of customer issues and customer satisfaction for assigned contracts · Interact with members of the customer service, parts & transactional services, field service, repair service and/or other teams. Function as liaison between internal organizations and customers for assigned contracts with multiple, simultaneous projects. • Service account management, transactional and strategic, including developing and maintaining meaningful customer relationships at all levels of a healthcare system. • Drive improved customer satisfaction through effective program management, efficient issue resolution, and superior communications. • Work closely with sales to understand customers' needs and expectations. • Collaborate with internal teams (i.e., engineering, supply chain, finance) on program delivery and enhanced offerings. • Monitor program performance against schedule and customer commitments. • Create material content and communicate program status to all stakeholders including senior management. • Facilitate/participate in program reviews as required by customer or internal management at the site and system level. • Ensure compliance with regulatory requirements and corporate policies and procedures. • Requires rhythmic onsite presence at customer locations including Peoria, Rockford, and rural areas of Central Illinois. Qualifications: • Bachelor’s degree in Business Administration, HealthCare Management, Engineering, or related field plus minimum 5 years relevant experience. Military and/or 10 years of healthcare operational experience will also be considered. • Ability to be travel by car including overnights up to 15% is required. Residency in Central Illinois, Northern, Illinois or Southern Wisconsin is a requirement. • Excellent interpersonal, organizational and leadership skills • Proven track record in successfully leading remote, matrixed teams • Ability to influence others without authority is required • Strong analytical and problem-solving skills • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) • Strong written and verbal communication skills • Experience managing service operations in the healthcare field strongly preferred. For U.S. based positions only, the pay range for this position is $101,600.00-$152,400.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement. GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer. 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 will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable). While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees. Relocation Assistance Provided: Yes