Service Program Manager

Job Description SummaryAs the Service Program Manager, you will drive overall client satisfaction based on consistent delivery of a total GE HealthCare support solution. Responsible for managing the success of the relationship with multiple healthcare systems in Northern California (Sacramento, Modesto, and Bay areas) 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 operations, developing a strategy to ensure client retention, and growth through close interaction with the sales teams.

Job Description

Responsibilities 

• Responsible for the customer satisfaction for assigned accounts · Provide both service agreement, and time and material program management · Assist in solutions campaigns for new contracts and proposals · 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 accounts · 

 

• Interprets simple internal and external business challenges and recommends best practices to improve products, processes, or services. Stays informed of industry trends that may inform work. 

 

• Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, service delivery, technology or engineering. Has ability to assess quality of information given and ask pertinent questions to stakeholders. Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations. Uses multiple internal and some external sources outside of own function to help arrive at a decision. 

 

• Manages customer communication of escalations and account receivables. 

 

• Performs onsite rhythmic rounding, and as needed, of customer locations including formal partnership reviews and performance reporting. 

 

• May lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicates difficult concepts and may influence others' options on particular topics. May guide others to consider a different point of view. 

 

• Performs financial, operational performance, and project reporting for current and projected planning. 

 

• All activities providing the necessary support on pre- and post-contractual administration & management, Terms & Conditions of the contract and appropriate escalations. Also involves definition, management, and execution of risk modeling activities in support of the contract or project. Impacts the team’s ability to achieve service, quality, and timeliness of objectives.   

 

Qualifications 

 

• Bachelor’s degree and a minimum of 5 years of experience in Project/Program Management or Service Leadership experience. 

 

• Strong communication skills to synthesize complex issues and communicate clearly. Ability to learn and communicate professional discussions with technical, clinical, and executive staff. 

 

• Demonstrated ability to energize, develop, and build rapport at all levels within an organization both internally and customer facing. 

 

• Willingness to travel to customer sites in regional geography (Northern California - Bay Area, Sacramento, Modesto) multiple times per week. 

 

Desired Characteristics 

 

• Healthcare service, leadership, clinical, or consulting experience. 

 

• Strong oral and written communication skills. Strong interpersonal and leadership skills. Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs / projects. Ability to document, plan, market, and execute programs. Established project management skills. 

For U.S. based positions only, the pay range for this position is $161,280.00-$241,920.00 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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