Job Description Summary

As the Regional Service Manager, you will lead and manage a service delivery program that directs and coordinates technical support activities including: installation, Dicom network connectivity, repair, preventive maintenance, and software updates/upgrades.

Responsible for managing all day-to-day field service operations as well as the planning and execution of all resources/logistics required to perform services and maintenance activities on customers' site/property to meet or exceed expectations. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial) and managing field services engineering. Impacts approaches, projects and programs in the functional area or affected business organization and ways of working. Monitor and enhances quality, efficiency and effectiveness of own team. Has significant input into priorities. Guided by professional practices and policies that are shaped by the role. The role has moderate autonomy, requiring high levels of operational judgment.

BK Medical is committed to designing active imaging systems that help surgeons visualize anatomy and lesions, guide interventions, and navigate inside the human body. Our mission at BK 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.

Now, BK Medical is advancing its mission with GE Healthcare. Together, we will reach more customers and continue to empower surgeons to make critical decisions that allow for better care, faster procedures, and reduced complications.

Job Description

Roles and Responsibilities

• Manage the day-to-day operations to ensure appropriate service levels are provided to the facility, including scheduling, distribution of work, and resource allocation.
• Generate quotes for field services, and non-standard repairs, to aid our customers in planning for their needs.
• Track, monitor and report on service delivery metrics; ensure concise and comprehensive documentation of all services performed, including parts and labor.
• Develop and maintain strong relationships and frequent communications with customers and sales to proactively identify customer needs, ensure resolution, proper follow-up, and ongoing customer satisfaction.
• Maintains communication with management in resolving technical problems that have been escalated.
• Promote a safe working environment and ensure compliance with company policies, procedures, and hospital protocols.
• Degreed engineers. All on site life extensions, repairs and inspection-related service activities for install base and supervision for install and commissioning of new and existing equipment, able to be performed at customer site. Able to make Engineering decisions.
• Typically a 1st line manager of professionals or a 2nd line manager of a professional department. Developing specialized knowledge in their discipline. Serves as best practice/quality resource. Has awareness of latest technical developments in own area. Contributes towards strategy and policy development, and ensure delivery within area of responsibility.
• Has in-depth knowledge of best practices and how own area integrates with others; has working knowledge of competition and the factors that differentiate them in the market
• Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management, manufacturing, technology or engineering. Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions.
• Acts as a resource for colleagues with less experience. May lead small projects with moderate risks and resource requirements. Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field.

Required Qualifications

• Master's degree from an accredited university/college, or a Bachelor’s degree with 5+ relevant work experience, or high school diploma / GED with at least 8+ years of experience in Job Family Group(s)/Function(s)

Desired Characteristics

• Strong oral and written communication skills.
• Self-motivated, takes initiative, and the ability to work independently, without direct supervision.
• 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.
• Attention to detail, analytical and problem-solving skills.
• High passion and comfort level with software and technology in general.
• 4+ years of service delivery experience in medical device, biomedical or clinical technology support industry preferred.
• Demonstrated experience managing a P&L and customer deliverables

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.

The salary range for this position is 104,000.00 - 130,000.00 - 156,000.00 USD Annual. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. In addition, this position is eligible for a performance bonus. Available benefits include health, welfare, retirement and paid leave.

Additional Information