Market Service Director

Job Description Summary

All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Owns/influences budgets and operating plans. The role is guided by operating policy. Works with cross functional teams. The role has autonomy within the operational area or a segment within a larger business unit. The role may have a major impact on a small business unit or Family within a Function or P&L. High levels of evaluative judgment and operational acumen are required to achieve outcomes.

Job Description

The Market Service Director will be responsible for developing and executing on strategies to increase service levels and operational performance across all market segments within the country. This includes leading and driving local customer relationship management through regular engagement with customers as well as ensuring excellent delivery and implementation of contracts, warranty claims, repair/service agreements, spare parts sales, training, installation support, field service technical assistance, etc. The position requires a deep understanding of the product portfolio, business processes, policies, and procedures in order to provide guidance and recommendations based on analysis and trends identified in the market.

Roles and Responsibilities

• Lead and manage the execution of the service strategy and plans at both regional and account level by leveraging strong customer relationships to drive growth and operational excellence.  
• Drive collaboration between the different functions such as sales, operations, quality, regulatory affairs, finance, legal, procurement, logistics, etc., to ensure alignment and optimal results are achieved.  
• Work closely with internal stakeholders to develop and implement new or enhanced services that differentiate GE Healthcare and meet customer needs.  
• Manage and oversee the execution of service contracts including but not limited to: install base planning, project management, and revenue forecasting.  
• Collaborate with Sales, Operations, Customer Experience, Finance, Legal, Procurement, Logistics, and other functions to drive commercial excellence, improve operational efficiency, reduce costs, and enhance customer experience.  
• Monitor key performance indicators (KPIs) related to service and customer satisfaction, identify areas for improvement, and implement corrective actions where necessary.  
• Develop and maintain relationships with key decision makers, influencers, and stakeholders within the assigned accounts and regions.  
• Participate in the development of annual budgets and quarterly forecasts for the region and accounts under responsibility.  
• Coordinate and lead the implementation of large projects or initiatives that impact multiple functions within the organization.  
• Ensure compliance with relevant regulations, standards, and policies while promoting ethical behavior and corporate values.  

Required Qualifications

• Bachelor’s degree in Business Administration, Engineering, Marketing, or equivalent, OR 15+ years of relative work experience.
• Minimum of 10 years of progressive work experience preferably in healthcare industry with a focus on services and customer/client management.  
• Strong knowledge of healthcare technology products and services, particularly in medical imaging and information technologies.  
• Demonstrated track record of successful leadership in customer-facing roles with increasing levels of responsibility.
• Excellent communication skills with the ability to communicate complex concepts to diverse audiences.  
• Ability to influence and collaborate effectively with senior leaders, cross-functional teams, and external partners.  
• Analytical mindset with the ability to interpret data and draw actionable insights.  
• Project management skills with the ability to plan, prioritize, and execute against tight deadlines.  
• Comfortable working in a matrix environment and navigating organizational dynamics.  
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Additional Information

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.