Senior Manager, Field Services – Escalation Management
GE HealthCare
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $123,200 - $184,800 per year
Job Level
About the role
- Serve as the people leader for teams including Field Engineers, Solution Consultants, Major Incident Managers, and Customer Advocate Leaders, all focused on customer-facing support services for radiology and cardiology enterprise imaging IT solutions.
- Develop and support team members to excel in their roles.
- Manage the escalation process for technical issues, ensuring timely and effective resolution while coordinating with cross-functional teams.
- Provide advanced technical support and guidance during critical escalations, leveraging deep knowledge of products and systems.
- Analyze incident data and escalation trends to identify opportunities for process enhancements and implement best practices in incident resolution.
- Engage with customers at a senior leadership level to manage escalations and ensure satisfaction and success in support services.
- Lead the attainment of KPIs and drive continuous improvement, including Major Incident Management processes, escalation management, employee productivity, SLOs and SLAs, customer satisfaction, and retention.
- Foster a culture of customer obsession.
- Partner with cross-functional leadership to identify gaps and improve processes and business results.
- Collaborate with Professional Services, Global Technical Support, Product Management, Organizational Readiness, and L4 Engineering teams to address underlying issues and enhance overall service quality.
- Represent Support organization in quality Audits.
- Communicate 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.
Requirements
- Bachelor's degree from an accredited university or college and a minimum 2 years of radiology and/or cardiology IT enterprise imaging in a Support Services organization; OR a high school diploma/GED with a minimum 6 years of radiology and/or cardiology IT enterprise imaging in a Support Services organization.
- Proven ability to drive root cause analysis and systemic improvements in customer experience and support KPIs.
- Ability to facilitate and coach technical resources through complex problem resolution and customer communication, aiming to speed resolution and minimize escalations.
- Executive communication and presentation skills, with a proven track record in successfully managing customer relationships and complex problems.
- Excellent leadership and people development skills, with a servant leadership style.
- Strong presentation, oral, and written communication skills; exceptional interpersonal abilities.
- Proven track record of driving process improvements and ensuring compliance.
- Willing to work a rotational on call weekend schedule that can include after hours for major incidents (approximately every 7 weeks).
- Must be willing to travel up to 25%.
Benefits
- medical, dental, vision
- paid time off
- 401(k) plan with employee and company contribution opportunities
- life, disability, and accident insurance
- tuition reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
root cause analysisincident resolutionescalation managementKPI managementprocess improvementscustomer supporttechnical supportdata analysisservice quality enhancementproblem resolution
Soft Skills
leadershippeople developmentexecutive communicationpresentation skillsinterpersonal skillscoachingcustomer relationship managementservant leadershipcommunication skillscollaboration
Certifications
Bachelor's degreehigh school diploma/GED