Service Center Specialist

Job description / Role

Role Summary:

Responds to calls from customer and field engineers and helps to order parts. Acts as a reference for less experienced Service Center Specialists and can coach them. Creates and follows Service metrics and analysis and ensures follow up of the processes.

Essential Responsibilities:

- Take incoming RFS and log the problem in the appropriate tool, if required
- Identify our contractual commitments and ensure accurate use of remote support
- Ensure accurate use of FE Diary and the Escalation Process
- Take incoming calls from FE's related to dispatching
- Enter all comments and agree on an action plan
- Offer suggestions on possible solutions
- Assign FE's if they are listed in the System Preferred list
- When preferred FE is not available, use the training records and maps to find a suitable resource
- Escalate to Senior Co-coordinator according to Regional FE planning rules
- Order parts using the current parts ordering System and organize distribution if part in the region network or escalate if part in another location
- Fully understand and implement the CSO process as required
- Dispatch FE's to RFS
- Escalate issues as required
- Create metrics to follow call center activity and performance and make analysis on a regularly defined basis
- Propose processes improvements and ensure follow up of the processes
- Accept change and ensure adherence of the other Service Center specialists to the agreed schedule, while maintaining a positive mindset within the team
- Support Service Centre Initiatives to increase customer satisfaction
- Lead escalation to TS (Mod/LCT) when Field Engineers are not available
- Escalate to SC Manager in case performance targets cannot be met by the team
- Coach less experienced Service Center Specialists and continually be a reference for them

Requirements

Qualifications/Requirements:

- 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 and all customer quality or compliance concerns immediately to the Quality Organization
- Identify and report any personal quality or compliance concerns immediately to the Quality Organization
- Ensure timely dispatch closure
- Ensure completion of all field modifications instructions (FMI's) within prescribed timeframe
- Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible

Desired Characteristics:

- 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 and all customer quality or compliance concerns immediately to the

Quality Organization:

- Identify and report any personal quality or compliance concerns immediately to the Quality

Organization:

- Ensure timely dispatch closure
- 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

About Us:

GE Healthcare provides transformational medical technologies and services to meet the demand for increased access, enhanced quality and more affordable healthcare around the world. GE works on things that matter - great people and technologies taking on tough challenges. From medical imaging, software & IT, patient monitoring and diagnostics to drug discovery, biopharmaceutical manufacturing technologies and performance improvement solutions, GE Healthcare helps medical professionals deliver great healthcare to their patients.
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Learn More About GE Healthcare

GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, and according with all local laws protecting different status.

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About the Company

GE is a diversified technology, media and financial services company, dedicated to creating products that make life better. From aircraft engines and power generation to financial services, medical imaging, television programming and oil and gas, GE operates in more than 100 countries and employs over 300,000 people worldwide.

GE's Oil & Gas business is a leader in the development and delivery of advanced product and service offerings for the global oil and gas industry. As a consequence of the rapid expansion of its technology base, GE's Oil & Gas is capable of addressing the largest and most complex engineering and application challenges entirely from its own worldwide resources. So whether it's the world's largest LNG compression trains, re-injection of high sulfur gas, enhancing the safety and productivity of the world's oil and gas pipelines, or equipment for the production of oil and gas from harsh environments, GE is leading the charge.