Service Operation General Support

7 days ago

Hà Nội, Vietnam GE HEALTHCARE Full time

GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

**Role Summary/Purpose**:
The Service Operations Specialist ensures first class efficient and effective operational services to support the Service Team in day-to-day business operations and activities.

**Essential Functions/Responsibilities**
- Handling of all relevant types of work submitted into the department whether multi-vendor or core GE product based offerings
- Maintain database accuracy for all new installations, existing install bases as well as de-installations
- Work within all related systems, including Legacy and Support Central to manage and complete all work
- Work closely with Service Account Managers and Commercial team to resolve technical and process-related issues
- Supplier management for local purchases and cost allocations, including vendor creation, PO and supplier invoice management
- Parts Order Processing in ordering system and prioritizing fulfillment to meet field and customer expectations with escalation if necessary, including all logistics requirements
- Manage reverse logistics of parts return by field engineers to local warehouse, including good and defective spare parts
- Call Center Responsibilities and Dispatch Management which includes:

- Taking incoming Requests for Service (RFS) and logging the issue(s) in the relevant systems
- Identifying customer warranty or contractual entitlements
- Accurate use of remote support and escalation process by assigning available online center engineer, field engineer or suitable alternative resources to attend to call / job
- Taking incoming Field Engineer Calls relating to dispatching, entering all case comments and follow on actions
- Escalation to regional support where applicable
- Completion of all dispatch activities and tasks where necessary to ensure proper and timely processing of all field dispatches
- Coordination with local or regional repair centers where applicable, to initiate repair process
- Local region tools management activities
- Inventory Management including involvement in annual Physical Inventory Count exercise
- Customer / Dealer Warranty Claim activities including Support Central management, parts ordering and managing all part defective returns (where applicable) in a timely manner
- Logistics Management, including all customs clearance and local requirements as well as acting as primary interface between Field Engineers and Logistics partners
- Local FMI Management and Coordination
- Preventive Management (PM) planning and tracking support to the local field teams and commercial team for all warranty and contract install bases
- Effectively manage and prioritize all responsibilities with mínimal supervision

**Qualifications/Requirements**
- 3-5 years of experience in operations administration or relevant field ư
- Excellent verbal, written, and communication skills
- Proficient in the soft skills necessary to be an effective communicator between field operations, cross functional teams including sales as well as customers
- Team player and committed to deliver on goals and priorities
- Ability to work in a matrix environment with multiple functional owners / teams
- Proven leadership and effective decision-making capabilities
- Ability to manage all aspects of customer service, customer satisfaction, and relevant contractual commitments
- Good system knowledge and proficiency
- Ability to adopt changes to systems and processes, including identifying opportunities to simplify to drive productivity in operations

**Desired qualities**
- Excellent analytical and communication skills with the ability to communicate with employees and customers at all levels
- Exceptional interpersonal skills
- Exceptional skills as a change agent and process oriented individual
- Project Management experience 5. Green Belt trained

**Inclusion and Diversity**

GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership - always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboratio

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