Job Description Summary

The Director of Support Services is responsible for leading the technical and clinical support organization for Solutions for Enterprise Imaging (SEI) in the United States and Canada. The Support Services teams own the proactive and reactive resolution of technical and clinical customer problems and service requests, both level 1 and level 2, 24x7x365.
The Director role is a customer facing senior leadership role directly responsible for managing this team of customer facing experts in enterprise imaging radiology and cardiology IT solutions.

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Job Description

Roles and Responsibilities:

• People leader for 6 or more managers and teams of customer facing remote support services personnel for radiology and cardiology enterprise imaging IT solutions.  Develops and supports managers and team members to excel in their role.
• Leads support services for level 1 and level 2, both proactive and reactive, for US and Canada customer base 24x7x365.
• Customer facing senior leadership engagement and escalation management as part of delivering support services to ensure customer satisfaction and success.  
• Leads attainment of KPI’s and continuous improvement, including support processes, resources onboarding and certification, escalation management, employee productivity, SLOs and SLAs, customer satisfaction and customer retention.
• Drives a culture of customer obsession.
• Oversees direct cost center budget.
• Partners with cross-functional leadership to identify gaps and improve processes and business results.
• Collaborates with Professional Services, global Technical Support, Product, Organization Readiness, Commercial Sales, and Marketing teams to develop and/or improve strategies, policies, and processes for product deployment; supports and promotes the use of new delivery & support methodologies and best practices.
• Communicates effectively with internal and external stakeholders, providing regular updates on Support priorities, challenges, and outcomes; fosters strong relationships with key stakeholders to ensure alignment.
• Partners with internal stakeholders and professional services & support teams to optimize operational processes and systems, ensuring buy-in and adoption of best practices and standard toolsets.
• Prepares related content for operating / business reviews and staffing meetings and functions, such as KPIs trends and Support updates.  Participates in and presents progress against goals and mitigations to internal audiences.
• Represent the SEI Support organization during quality audits and actively promote a culture of quality throughout the organization
• Lead special projects/programs cross functionally as needed to support continuous improvements in tools, quality, and business KPI results. 
• Lead operations with a lean methodology to improve productivity and business results.
• Use judgment to make decisions or solve moderately complex tasks or problems in areas of operational and services deliver.  Take new perspective on existing solutions. Use 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.

Required Qualifications:

• Bachelor’s degree with equivalent industry experience in a related role
• 3 years of radiology and/or cardiology IT enterprise imaging domain knowledge and experience leading a Support Services organization. 
• 5 years of cardiology and/or radiology IT services experience, with strong understanding of technical architecture and clinical workflows. 
• Experience leading managers.
• Proven experience in building excellent teams through performance differentiation and management, setting clear expectations and consequences, and managing challenging situations.
• Demonstrated ability to establish and maintain effective queue management execution to meet customer expectations and SLO and SLA obligations.
• Demonstrated ability to drive root cause analysis and systemic improvements in customer experience and Support KPIs.  
• Ability to lead, facilitate and coach technical resources through complex problem resolution and customer communication, with goal of speeding resolution and minimizing customer escalations.
• Executive communication/presentation style and proven track record in successfully managing customer relationships and complex problems.
• Ability to successfully partner within a matrixed organization structure
• Excellent people leadership and people development skills. Servant leadership style
• Excellent presentation, oral, and written communication skills.  Strong interpersonal and leadership skills
• Track record with driving process improvements and ensuring process compliance

• Must be willing to travel up to 25%

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For U.S. based positions only, the pay range for this position is $131,840.00-$197,760.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

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.

Application Deadline: October 23, 2024