Sr Manager Field Services, Escalation Management

Job Description Summary

The Senior Manager of Field Services - Escalation Management is responsible for leading a team of technical experts, major incident managers and customer advocates in the effective resolution of technical escalations in the Services organization for US and Canada customers. This role ensures that complex issues are handled efficiently, enhancing customer satisfaction and service delivery. The Senior Manager will also drive process improvements and foster a culture of collaboration and excellence within the team.

The Senior Manager role is a customer-facing leadership position directly responsible for managing a team of customer-facing experts in enterprise imaging radiology and cardiology IT solutions.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

Roles and Responsibilities:

• Serve as the people leader for teams including Field Engineers, Solution Consultants, Major Incident Managers, and Customer Advocate Leaders, all focused on customer-facing support services for radiology and cardiology enterprise imaging IT solutions. Develop and support team members to excel in their roles
• Manage the escalation process for technical issues, ensuring timely and effective resolution while coordinating with cross-functional teams
• Provide advanced technical support and guidance during critical escalations, leveraging deep knowledge of products and systems.
• Analyze incident data and escalation trends to identify opportunities for process enhancements and implement best practices in incident resolution.
• Engage with customers at a senior leaderhip level to manage escalations and ensure satisfaction and success in support services
• Lead the attainment of KPIs and drive continuous improvement, including Major Incident Management processes, escalation management, employee productivity, SLOs and SLAs, customer satisfaction, and retention.
• Foster a culture of customer obsession
• Partner with cross-functional leadership to identify gaps and improve processes and business results. Collaborate with Professional Services, Global Technical Support, Product Management, Organizational Readiness, and L4 Engineering teams to address underlying issues and enhance overall service quality
• Represent Support organization in quality Audits.
• Communicate effectively with internal and external stakeholders, providing regular updates on Support priorities, challenges, and outcomes; fosters strong relationships with key stakeholders to ensure alignment.
• Partners with internal stakeholders and professional services & support teams to optimize operational processes and systems, ensuring buy-in and adoption of best practices and standard toolsets.
  
  

Required Qualifications

• Bachelor's degree from an accredited university or college (or a high school diploma/GED with at least 6 years of experience in relevant job family groups/functions).
• 5 years of management experience for radiology and/or cardiology IT enterprise imaging a Support Services organization.
• Demonstrated ability to establish and maintain effective queue management to meet customer expectations and SLO and SLA obligations.
• Proven ability to drive root cause analysis and systemic improvements in customer experience and support KPIs.
• Knowledge of best practices and how one’s area integrates with others; awareness of competition and differentiating factors in the market.
• Ability to facilitate and coach technical resources through complex problem resolution and customer communication, aiming to speed resolution and minimize escalations.
• Executive communication and presentation skills, with a proven track record in successfully managing customer relationships and complex problems.
• Excellent leadership and people development skills, with a servant leadership style.
• Strong presentation, oral, and written communication skills; exceptional interpersonal and leadership abilities.
• Proven track record of driving process improvements and ensuring compliance.
• Must be willing to travel up to 25%
  
  

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