| Job Number: | 2593985 |
| Business: | GE Healthcare |
| Business Segment: | Healthcare IT |
| About Us: | GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry. |
| Posted Position Title: | Director, IT Services & Customer Care |
| Career Level: | Experienced |
| Function: | Sales |
| Function Segment: | Operations Management |
| Location: | Canada |
| U.S. State, China or Canada Provinces: | Ontario |
| City: | Mississauga |
| Postal Code: | L5N 5P9 |
| Relocation Assistance: | No |
| Role Summary/Purpose: | As Director of Customer Care with GE Healthcare IT, responsible for the overall direction of GEHC IT Canada Customer Care organization including Services Excellence from Project Management to Service Support and maintaining excellence in customer service for all GE HCIT customers by effectively utilizing system, processes and people within the Customer Care and IT Professional Services Organizations and is accountable for customer experience and retention as well as revenue and operations. |
| Essential Responsibilities: | Manages and leads a team customer services staff including:
- The Project Management Office manages customer projects leveraging multi-disciplinary project teams within a matrix reporting structure. Leverages the PMI framework.
- The Service Support teams provide support to GE HCIT customers and play a key role in Customer Satisfaction and Retention. Leverages the ITIL framework.
- Partners with the management team to align customer service department policies and systems with the company's short and long term goals and objectives. Responsible for services management standards, methods, training and tools in line with GE’s Quality Management System and ISO 9001/13485 standards.
- Develops and implements procedures pertinent to the effective and efficient operation.
- Monitors programs and procedures to ensure on-time delivery and customer satisfaction as well as compliance and adherence with customer guidelines and GEHC process and policy requirements
- Monitors and ensures accuracy and predictability of revenue forecast against financial targets.
- Sets performance standards to meet services goals of company.
- Analyses Key Performance Metrics to see how well customers are being served and adapt as necessary.
- Reports regularly to senior leadership on Key Performance Indicators
- Works continually towards self-development to stay current on customer service supervisory procedures & practices within the customer service industry with the focus of continuously improving and always delivering the best customer service possible.
- Oversees customer issues and ensure effective and long-term problem resolution.
- Active management of customer satisfaction and customer quality requirements and issues.
- Responds to customer inquiries and problem solving in a professional and effective fashion.
- Acts as a resource in resolving customer issues brought to the Customer Care Organization by utilizing excellent process knowledge and strong skills in negotiating and selling.
- Supports recruiting, training and appraisal of new staff
- Coaches services staff in order to achieve high performance (career development, performance management)
- Provides feedback to the company regarding service failures or customer concerns.
- Provides feedback to operations to ensure all customers have accurate and timely information on order status and/or changes.
- Supports RFP responses and contract writing (Statement of Work) related to project delivery and customer support functions.
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| Qualifications/Requirements: | - Relevant Bachelor’s degree; preference for computer science or related degrees
- A minimum of 10 years relevant demonstrated hands-on services experience in the IT industry
- 5+ years of Leadership experience, ideally leading a services organization in the IT industry
- Natural leader with ability to take charge and lead with assertiveness while building trust and confidence
- Proven ability to adapt to a dynamic matrix environment as well as the proven ability to manage key stakeholder interests, taking into consideration conflicting priorities and business interests.
- Excellent interpersonal, communications and presentation skills as well as adequate financial skills are a must.
- Strong background in written communications to include, request for proposals, strategy reporting, metrics and other customer reports
- Excellent negotiations/conflict/issue resolution skills
- Passionate about growth and innovation, customer-focused attitude and excellent change management and relationship building skills.
- Ability to execute under pressure
- Highly team spirited, can work independently in a team environment across multiple organization levels.
- Global perspective with the ability to understand and work effectively in a culturally diverse organization.
- Flexibility of work hours is essential and willingness to travel across country if necessary is required
- Healthcare industry and clinical experience would be a definite asset.
- Fluency in English and French a plus
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| Additional Eligibility Qualifications: | |
| Desired Characteristics: | Preferred Qualifications:
- MBA or equivalent
- Certified Lean expert, Black Belt or Master Black Belt
- Knowledge and experience of large complex sales and marketing processes
- Healthcare knowledge
- Initiative and self-confidence.
- Team player
- Presence and self-assurance
- Business acumen
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