Director of Service, Surgery Pacific Region

Job Description SummaryGE Healthcare Surgery is committed to designing Intraoperative imaging systems that are clinically relevant and provide an optimal experience for surgeons and interventionalists to visualize anatomy and lesions, guide interventions, and navigate inside the human body. Our mission is to change the standard of care in surgical interventions with real-time visual guidance, giving surgeons the information needed to immediately make critical decisions.

The Field Service Director will lead a team of 30 field engineers responsible for the installation, maintenance, and repair of surgical X-ray equipment in the Pacific region (WA, OR, CA, ID, UT, AZ NV, NM, MT, WY, HI). This role requires a strategic leader with exceptional management skills and strong technical or financial skills to ensure high-quality service delivery and customer satisfaction. The Field Service Director will also be responsible for managing a $36M profit and loss (P&L) account. Will require 25-50% travel within the region.

Job Description

Key Responsibilities:

• Leadership & Management:
  • Lead, mentor, and manage a team of 30+ field engineers.
  • Ensure FE technical skills, customer relation skills, and technical knowledge.
  • Conduct regular performance evaluations and provide constructive feedback.
  • Foster a positive and collaborative team environment.
  • Lead and cultivate a culture of GE value, integrity and profitable growth.
  • Develop and implement change management strategies that maximize employee adoption and minimize resistance.
• Service Operations:
  • Own service operational processes (staffing, Case/PM completion, OT mgmt., P&L, FE utilization, and employee quality compliance, etc.)
  • Promote a safe working environment and ensure compliance with all applicable EHS policies and procedures.
  • Oversee the scheduling and dispatching of field engineers to ensure timely service delivery. Monitor and manage service requests, ensuring they are completed efficiently and effectively.
  • Implement and maintain service standards and protocols to ensure high-quality service.
  • Ensure compliance with industry standards and regulations.
• Customer Relations:
  • Build and maintain strong relationships with clients, addressing their needs and concerns promptly and creating a “one GEHC for the customer” experience.
  • Ensure customer satisfaction by delivering exceptional service and support, exceeding customer expectations.
  • Handle escalated customer issues and provide resolutions in a timely manner.
  • Proactively identify customer needs and develop and implement customer specific solutions.
• Strategic Planning:
  • Develop and implement strategies to improve service efficiency and effectiveness.
  • Analyze service data and metrics to identify areas for improvement.
  • Collaborate with other departments to align service operations with overall company goals.
• Financial Management:
  • Manage a $36M profit and loss (P&L) account.
  • Develop and monitor budgets …