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 to ensure financial targets are met.
  • Analyze financial performance and implement cost-saving measures where necessary.
  • Report on financial performance to senior management.

Qualifications:

• Bachelor's degree and minimum of 5 years leadership experience or equivalent
• OR HS diploma/GED and 9 years progressive experience with leadership experience, preferably in the medical equipment industry.
• Experience in financial management and P&L responsibility.
• Proven leadership and team management skills, ability to motivate teams
• Exceptional communication and interpersonal skills.
• Direct customer relationship experience
• Ability to analyze data and make informed decisions.
• Willingness to travel (25-50%, depending on hiring location)

Desired:

• Strong business acumen
• Proven ability to influence and drive change through exceptional written and verbal communication skills
• Demonstrated tendency to challenge the status quo, drive constant improvement in process and ability to achieve organizational goals.
• Ability to resolve complex issues within functional area and/or area of expertise.
• Ability to develop and execute multiple priorities and approaches to meet objectives.
• Highly adaptable to change.
• Strong problem-solving skills and attention to detail.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Opportunities for professional development and career advancement

For U.S. based positions only, the pay range for this position is $108,800.00-$163,200.00 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.

Additional Information

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: No

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