JOB DESCRIPTION
Job Description Summary
Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Impacts quality of own work and the work of others on the team. Executes standard operational/technical tasks typically subject to instructions and work routines. There is latitude to rearrange the sequence to complete task/duties based on changing work situations.
Responsible as the single point of contact for meeting the daily service support needs of the customer’s solution and driving customer satisfaction through effective and timely communications. Also he/she will be responsible for developing and maintaining strong interpersonal relationships with customer representatives.
GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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.
This position shall be based in Jakarta, Indonesia.
Job Description
Key Responsibilities/essential functions include:
Answers calls and responds to emails from customers.
Responsible for event monitoring and incident management. Ensure proper and timely logging and updates of service requests and incidents till resolution.
Identify and escalate high severity incidents to Regional Support Engineers to achieve prompt resolution.
Ensure that the operational status of designated solution is meeting or exceeding the uptime guarantee.
Provide advanced, total system-level troubleshooting, maintenance and service support needs on designated solution.
Maintaining daily communication with doctors, radiographers and PACS administrators on solution issues to ensure timely follow-up and resolutions leading to customer satisfaction.
Keeping up to date on administrative responsibilities such as ensuring customer information is up to date, maintaining customer service logs and internal service records.
Involved in installation of new sites and upgrades of existing sites.
Identify opportunities to up sell new features and services and assists in the growth and direction of business in his/her responsible geographic area.
Responsible for warranty and PMS contract cost control.
Maintain effective quality systems and programs compliant with ISO 9001 standard, according to the GE Service Quality Policy Statement.
Manage, coach, motivate, and train direct reports on customer, issue, and escalation management.
Support Sales in terms of technical queries, product or technical presentation, and setting up of demonstrations and/or Proof Of Concepts
Responsible for answering technical queries from customers within reasonable timeline.
Quality Specific Goals:
Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.
Complete all planned Quality & Compliance training within the defined deadlines.
Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.
Ensure timely dispatch closure.
Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe.
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
Required Qualifications:
Preferred Bachelors Degree or Associates and requires a minimum 5 years of progressive experience within technical service role or equivalent (defined as High School Diploma/GED) and 4 years progressive experience within technical service role: software, hardware, networks, databases, and/or desktops.
Requires a minimum of 5 years of Healthcare Information Technology experience in the Radiology domain.
Excellent communications and interpersonal skills; demonstrated ability to effectively interface with cross-functional teams.
Strong Customer skills; deals tactfully and effectively with differences of opinion, influences communications to achieve the desired results achieving high customer satisfaction.
Intermediate working knowledge of PC and standard PC software including Microsoft Office and database programs.
High degree of self-motivation and ability to work independently.
Leadership capabilities with ability to and manage a team of Field Engineers
Ability to communicate using English and local language.
Ability to plan, build and grow the Customer Services team and business
Preferred Qualifications:
Bachelors Degree.
Exposure or experience in Microsoft SQL Server and/or Oracle database management.
5 year minimum experience working in a healthcare IT environment.
Superior ability to deal effectively with customers, peers and management.
Working ITIL/ITSM experience.
GE Healthcare is an Equal Opportunity Employer where inclusion matters. 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.
Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.
Additional Information
Relocation Assistance Provided: No
