Service Account Manager

Job Description Summary

As a Service Account Manager, you will play a key role in driving service sales growth within your assigned territory. You’ll lead service contract opportunities for corporate customers, by presenting compelling value propositions and work closely with the equipment sales team to expand the installed base and proactively drive lifecycle upgrade opportunities.
To succeed in this role, you will need to build and nurture strong relationships with key departmental and technical decision-makers within your accounts. Leveraging a consultative selling approach, you will actively listen to customer needs, identify challenges, and propose tailored service solutions that deliver measurable value. A solution-oriented mindset will be essential as you collaborate with customers and internal teams to co-create strategies that drive long-term success. Where appropriate, you will also partner with the equipment sales team to gain access to broader customer stakeholders and influence purchasing decisions.

Job Description

Responsibilities

• Contribute to achieving Operating Plan targets for service revenue, profit margin, and equipment sales.
• Ensure pricing compliance to maximise profitability and maintain commercial discipline.
• Accurately forecast orders and sales through effective opportunity management in GE HealthCare’s CRM tools.
• Support tender submissions by preparing service offering content and pricing in collaboration with commercial and legal teams.
• Develop strategic business plans for assigned accounts and territory, including opportunity development, competitive positioning, and performance targets.
• Build and maintain strong customer relationships, collaborating with equipment sales teams to strengthen account engagement.
• Monitor and communicate market trends and competitor activity, and lead the development of counter-strategies.
• Own and resolve service contract-related customer queries in coordination with internal teams.
• Prepare for customer meetings and performance reviews, including data reporting and presentations.
• Stay current with product, customer, and market knowledge through ongoing training.
• Collaborate with product teams to ensure customer satisfaction and commercial success.
• Understand customer challenges and develop innovative, tailored service solutions.
• Manage the service contract opportunity funnel to maximise win rates.
• Lead the contractual process, including negotiation and coordination with legal and commercial stakeholders to minimise risk.
• Identify and develop new opportunities, working with sales leaders to grow the upgrade pipeline.
• Maintain accurate opportunity records and ensure order and configuration quality at entry.
• Estimate delivery timelines based on production schedules to meet customer expectations and enhance satisfaction.

Quality Specific Goals

• Aware of and comply with the GE HealthCare 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 quality or compliance concerns and take immediate corrective action as required
• Knowledge and understanding of all Global Privacy and Anti-Competition Policies (including but not limited to GE HealthCare HIPPA Guidelines, NEMA Regulations, etc.) and operates within them to ensure that no company policy or US / Int’l Law is broken.
• Knowledge and understanding of all Environmental Health Policies (including but not limited to GE HealthCare Environment, Health & Safety Policies) and operate within them to ensure that no company policy or US / Int’l Law is broken
• Ownership of order and configuration quality at the point of entry to ensure accuracy, configuration integrity and that all requirements are tied to documented customer inputs.
• Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System.

Qualifications/ Requirements

• Tertiary qualifications in business, marketing, product management or related field of study, with a minimum of 5 years’ experience in marketing, commercial or product management roles
• Strong business acumen and domain expertise in GE HealthCare products and market dynamics in ANZ
• Ability to develop and execute priorities aligned with strategy
• Strong presentation skills and understanding of selling skills and CRM utilisation to drive revenue
• Excellent analytical, interpersonal, influencing skills with the ability to communicate with employees and customers at all levels
• Experience in operating in a cross-functional matrix team, both at a local and regional level
• Experience as a change agent and process-oriented individual

Desired Characteristics

• Exceptional communication and interpersonal skills.
• Ability to navigate and influence within a complex organizational structure.
• Proactive and innovative approach to problem-solving.
• Prior experience working for a large company in a matrix environment
• Demonstrated ability to energize, develop, and build rapport at all levels within an organisation

Additional Information