Service Operations Specialist

Job Description Summary

In this role, you will ensure first class service contract process execution on customer service contracts; install base data entry and data quality for assigned area/customers. Ensure timely and accurate billing of customers for contract and non-contract services. Ensure cost debrief & management, Customer & Supplier creation/management. Ensure quality and integrity of the customer contracts/ as they are entered into the system. Own cash & disputes. Act as liaison/partner with Service Sales, Field Service and Customers to meet commitments and resolve issues related to invoicing and contract administration. Working across all the different IT platforms including Service Max, BFE and Oracle across all modalities.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. We design and develop medical devices and technologies that help clinicians and frontline caregivers sustain life and deliver exceptional patient care.

Job Description

General responsibilities/essential functions include

• Responsible for driving the overall execution of GEHC customer service contract loading into all applicable processes including additions, deletes and modifications to existing contracts. This may include field communications and verification along with contract submission prework. And customer management (database accuracy/cleanup, creation/updates)
• Responsible for timely and accurate billing of customers for contract and non-contract services (ODS). Responsible for Costs debrief, raising POs, and managing Suppliers creation, updates. Own Accessories
• Work within all related systems/IT platforms and tools including Service Max, BFE, and Oracle suite to manage and complete all work
• Handle all types of work submitted into the department whether multi-vendor or core GE product based offerings (incl Biomed)
• Maintain Install database accuracy, IB quality and all business KPIs/metrics at target. Support field team and external customers via phone and email
• Work closely with field service sales and service, service marketing, and commercial solutions to resolve technical and process-related issues
• Effectively manage and prioritize various projects with minimal supervision
• Own Cash and Disputes. Provide support for timely resolution of customer invoicing disputes in coordination with Service Sales and field service teams
• Manage local purchases and cost allocation (customer creation, vendor creation, PO creation/management, Invoice booking)
• Work specific projects and productivity programs. Run projects. To support with business reporting, operational and financial analytics

Specific responsibilities include

• Administration of Quotes / POS & Standard Contracts
• IB management (asset additions, deletions), IB quality and business KPIs/metrics at target
• Supporting Customer Service team with SR and Contract (entitlement/coverage) related enquiries
• Pricing Parts
• Sending Service Reports internal & customer
• Relocation of equipment
• Customer creation etc.
• Asset Creation
• PM creation (PCS)
• Customer PM date requests
• Engineer PM date and assignment adjustments
• Quotes, Contracts and Invoice processing  
• Labour and Parts debrief/Costs and Liquidations
• Delta Report parts ordering
• ODS (on demand services) billing
• Chasing ODS Revenue/PO - Ringing Customers/Emailing/Going through contract - entitlement, liaising with Sales/ISS about “Contract Status” jobs/Awaiting PO/PO Revision
• Depot service exchange (Asset Swap)
• MVS PO creation
• SID MVS creation
• Bill to ship to creations, Supplier creations, Concessions workflow
• Accounts receivable invoice requests, Cash and Disputes

Quality Specific Goals

• Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position
• Complete all planned Quality & Compliance training within the defined deadlines
• Identify and report any quality or compliance concerns and take immediate corrective action as required
• Knowledge and understanding of all Environmental Health Policies (including but not limited to GE HealthCare EHS Policies, GE HealthCare Fleet Rules, etc.) and operate within them to ensure that no company policy or US / Int’l and/or local Law is broken
• Ownership of contract entry quality to ensure accuracy, configuration integrity and that all requirements are tied to documented customer inputs
• Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System

Required Qualifications

• Knowledge of Service business & products preferred
• Specific and extensive knowledge of Service Max, BFE and Oracle suite is preferred
• Specific and extensive knowledge of LCS, Imaging & ULT is a MUST have (incl MV)
• Proven experience in a similar operations or customer facing service center is preferred
• Excellent verbal, written, and communication skills
• Working with data, data analytics and Excel is preferred
• Proficient in the soft skills necessary to run effective projects in complex environments
• Effective decision-making capabilities
• Negotiation skills/experience
• Ability to manage all aspects of customer service, customer satisfaction, and contractual commitments
• Ability to develop and execute priorities and approaches to meet objectives
• Commercially astute, ability to work with and manage large data
• Proven team player

Preferred Qualifications

• Degree in business or related field of study
• Excellent analytical and interpersonal skills - strong verbal and written communication skills.  Ability to communicate with employee and customers at all levels. Change agent and process oriented individual. Results driven and ability to manage and coach team members
• Experience managing revenue generating and cost control projects
• Highly motivated goal-oriented self-starter with ability to work autonomously and as part of a team, takes initiative to make things happen, identifies what needs to be done and does it
• Demonstrated ability to work under pressure and to meet deadlines and commitments
• Excellent organizational, project management and time management skills, including multi-taking and ability to prioritize and meet deadlines, follow up and attention to detail.  Adaptable to multiple requests and daily changes
• Ability to interact effectively with all levels of a matrix organization, both internally and with external customers
• Dependable: Being reliable, responsible, dedicated, committed, and fulfilling obligations
• Adaptable/Flexible: Being open to change (positive or negative) in response to new information, different or unexpected circumstances, and/or to work in ambiguous situations in a high paced environment with changing needs
• High Integrity: Accepting and adhering to high ethical, moral, and personal values in decisions, communications, actions, and when dealing with others 
• Experience with quotation and contract systems tools and working with data (such as Svc Max, Oracle Suite, Excel etc.)
• Basic understanding of Order Management, Business Operations and Service Delivery/Logistics and Service Centre  processes
• Basic understanding of technical/medical equipment and services, preferred knowledge in applicable specific GE Healthcare care areas desired
• IT savy, skills with Excel, Access and Powerpoint.Ability to make data analytics and formal presentations (internal and external)

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