Area Service Director - Southern Africa

Job Description Summary

The Area Service Director is responsible for executing the service strategy for the Southern Africa MCT. This role drives the achievement of operational and commercial objectives by leading and coaching the Area Service Leaders, EHS, Business Operations, and Service Delivery teams. The position works closely with Southern Africa MCT GM & peer leaders across the MCT to support business growth and enhance customer satisfaction. Serving as the primary point of contact for critical customer issues related to service and support, the role ensures effective resolution and communication. Additionally, the Area Service Director plays a key role in building and sustaining strong internal and external relationships to deliver improved outcomes for customers.

Job Description

Activities & Responsibilities

• Serve as the primary customer contact, managing escalations and ensuring timely, high‑quality resolution of service issues while building strong long‑term relationships.
• Lead service operations planning and execution, ensuring compliance with quality, timeliness, cost, EHS, and regulatory requirements while overseeing preventive and corrective maintenance activities.
• Collaboratively drive commercial initiatives, revenue growth, and franchise performance, with full ownership of area P&L, cost productivity, and operational efficiency.
• Monitor SLA performance, apply technical and business expertise to resolve complex issues, and drive continuous improvement, lean initiatives, and workforce optimization.
• Conduct regular Gemba visits to stay connected to field operations, identify challenges, and implement meaningful improvements.
• Lead, develop, and inspire a high‑performing team of Area Service Leaders, EHS, Business operations & Service Delivery, managing hiring, onboarding, coaching, competency development, and performance management.
• Foster a culture of accountability, collaboration, customer focus, and growth mindset in a fast‑paced and dynamic environment.
• Collaborate closely with Sales, OTR, HPM, Modality teams, the Customer Service Center, and channel partners to execute service strategies and support business growth.
• Support and enhance channel partner development, operational excellence, and compliance with quality and regulatory standards.
• Deliver key operational and business KPIs including EHS, engineer utilization, service cost productivity, CSAT, preventive maintenance execution, and inventory/parts management.
• Lead cross‑functional projects as needed to support operational improvement and business strategy.

Technical Knowledge & Hard Skills

• Proven people‑leadership experience within the medical or healthcare technology sector in South Africa, with strong understanding of the local healthcare market and competitive landscape.
• Demonstrated expertise in supporting high‑value medical equipment and mission‑critical technical systems.
• Strong business acumen with knowledge of key industry drivers and customer needs.
• Excellent communication skills and customer relationship management capabilities.
• Ability to manage complex technical issues, coordinate effectively with field teams, and lead escalations calmly under pressure.
• Skilled in coaching, mentoring, and guiding team members through complex problem‑solving.
• Commitment to continuous professional development and learning.
• Fluency in English.

Behavior & Soft Skills

• Embrace all cultural behaviors of the company and strong emphasis on servant leadership.
• Uses strong analytical skills and data‑driven decision‑making.
• Demonstrates business and financial curiosity.
• Influences effectively and builds strong networks.
• Coaches and develops others with a One‑Team approach.
• Communicates clearly and presents confidently to executives.
• Applies clear, structured thinking.

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.

Behaviors

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.

Total Rewards

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.

#LI-FG1

#LI-Hybrid

Additional Information