Job ID: 2845248 Location: Lagos Job Function: Services Business Segment: Healthcare Imaging Role Summary
The Director of Service will manage total GE-Healthcare Systems Services business at the West Central Africa (WCA) level through leadership and development of team (product team managers, team leaders, technical service engineers, field engineers, biomedical technicians, field technicians, etc).
Essential Responsibilities
He/She creates an environment to achieve ultimate customer loyalty.
Provide leadership in setting and achieving assigned goals in the profitable installation, maintenance and repair of GEHC systems products and the growth of the service contract base.
Ensure that each operating plan for the combined services products, is achieved.
Key Responsibilities/Essential Functions Include:
Accountable for positive leadership of direct reports to include ongoing direction, coaching, and career development.
Is responsible for achievement of the Operating Plans (OP revenues and OM), receivable, past dues, optimising resources & manpower deployment to achieve OP & productivity targets for all business segments.
Owns operational processes (PM completion, Overtime management, NCR, FE Tool utilization)
Leads and cultivates a culture of GE Values and integrity.
Develops strong customer relationships and serves as the interface between customer and all GE Healthcare organizations creating “one GE Healthcare Services” for the customer.
Proactively identifies customer needs and develops and implements customer specific solutions.
Leads service delivery, which continuously meets customer expectations.
Leverage internal relationships to enhance business performance and customer experiences.
Promotes a safe working environment and ensures compliance with applicable EHS policies and procedures.
Drives change initiatives as required to improve efficiencies and execute on business commitments.
Applies an equal and inclusive commitment to each modality that delivers GE HCS commitment to the business and the customers.
Willing to travel extensively within the country, and to travel within Europe as required.
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 quality or compliance concerns and take immediate corrective action as required
Identify and report any personal quality or compliance concerns immediately to the Quality Organization.
Ensure dispatches are accurate and complete with problem identified, including any impact to the patient, actions taken and tests performed and closed in a timely manner.
Follow and comply with existing EHS rules and procedures. Involved in EHS activities and programs on the site (eg training, accident reporting etc.).
Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe.
Provide an environment where all required elements of maintenance (preventative maintenance, FMI’s dispatches) are completed in the prescribed timeframes.
Qualifications/Requirements
BA/BS degree.
At least 8 years of leadership experience.
Minimum of 10 years proven experience leading a team, managing customer relationships and/or managing a P&L or comparable business unit.
Ability to develop and execute multiple priorities and approaches to meet objectives.
Very good interpersonal skills
Willingness to travel extensively within their zone and region.
Desired Characteristics:
Masters/MBA or equivalent experience.
Prior field sales or field service experience.
Proven leadership and ability to orchestrate resources and motivate teams
Experience in managing a large P&L Strong business acumen
An inclusive leader that builds a connection to the workforce through personal involvement and trust
Proven ability to influence and drive change through exceptional written and verbal communication skills
Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals
Understanding of customer/marketplace and drivers that influence customer behavior
Previous direct report management/leadership experience
Ability to resolve complex issues within functional area and/or area of expertise
Ability to develop and execute multiple priorities and approaches to meet objectives
Direct customer relationship experience
Proven ability to effectively communicate across a distributed workforce.
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