Job Description SummaryIn this role, you will ensure first class service contract process execution on customer service contracts; install base data entry and data quality for assigned area/customers. Ensure timely and accurate billing of customers for contract and non-contract services. Ensure cost debrief & management, Customer & Supplier creation/management. Ensure quality and integrity of the customer contracts/ as they are entered into the system. Own cash & disputes. Act as liaison/partner with Service Sales, Field Service and Customers to meet commitments and resolve issues related to invoicing and contract administration. Working across all the different IT platforms including Service Max, BFE and Oracle across all modalities.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. We design and develop medical devices and technologies that help clinicians and frontline caregivers sustain life and deliver exceptional patient care.

Job DescriptionGeneral responsibilities/essential functions includeResponsible for driving the overall execution of GEHC customer service contract loading into all applicable processes including additions, deletes and modifications to existing contracts. This may include field communications and verification along with contract submission prework. And customer management (database accuracy/cleanup, creation/updates)Responsible for timely and accurate billing of customers for contract and non-contract services (ODS). Responsible for Costs debrief, raising POs, and managing Suppliers creation, updates. Own AccessoriesWork within all related systems/IT platforms and tools including Service Max, BFE, and Oracle suite to manage and complete all workHandle all types of work submitted into the department whether multi-vendor or core GE product based offerings (incl Biomed)Maintain Install database accuracy, IB quality and all business KPIs/metrics at target. Support field team and external customers via phone and emailWork closely with field service sales and service, service marketing, and commercial solutions to resolve technical and process-related issuesEffectively manage and prioritize various projects with minimal supervisionOwn Cash and Disputes. Provide support for timely resolution of customer invoicing disputes in coordination with Service Sales and field service teamsManage local purchases and cost allocation (customer creation, vendor creation, PO creation/management, Invoice booking)Work specific projects and productivity programs. Run projects. To support with business reporting, operational and financial analytics

Specific responsibilities includeAdministration of Quotes / POS & Standard ContractsIB management (asset additions, deletions), IB quality and business KPIs/metrics at targetSupporting Customer Service team with SR and Contract (entitlement/coverage) related enquiriesPricing PartsSending Service Reports internal & customerRelocation of equipmentCustomer creation etc.Asset CreationPM creation (PCS)Customer PM date requestsEngineer PM date and assignment adjustmentsQuotes, Contracts and Invoice processing  Labour and Parts debrief/Costs and LiquidationsDelta Report parts orderingODS (on demand services) billingChasing ODS Revenue/PO - Ringing Customers/Emailing/Going through contract - entitlement, liaising with Sales/ISS about “Contract Status” jobs/Awaiting PO/PO RevisionDepot service exchange (Asset Swap)MVS PO creationSID MVS creationBill to ship to creations, Supplier creations, Concessions workflowAccounts receivable invoice requests, Cash and Disputes

Quality Specific GoalsAware 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/positionComplete all planned Quality & Compliance training within the defined deadlinesIdentify and report any quality or compliance concerns and take immediate corrective action as requiredKnowledge and understanding of all Environmental Health Policies (including but not limited to GE HealthCare EHS Policies, GE HealthCare Fleet Rules, etc.) and operate within them to ensure that no company policy or US / Int’l and/or local Law is brokenOwnership of contract entry quality to ensure accuracy, configuration integrity and that all requirements are tied to documented customer inputsDrive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System

Required QualificationsKnowledge of Service business & products preferredSpecific and extensive knowledge of Service Max, BFE and Oracle suite is preferredSpecific and extensive knowledge of LCS, Imaging & ULT is a MUST have (incl MV)Proven experience in a similar operations or customer facing service center is preferredExcellent verbal, written, and communication skillsWorking with data, data analytics and Excel is preferredProficient in the soft skills necessary to run effective projects in complex environmentsEffective decision-making capabilitiesNegotiation skills/experienceAbility to manage all aspects of customer service, customer satisfaction, and contractual commitmentsAbility to develop and execute priorities and approaches to meet objectivesCommercially astute, ability to work with and manage large dataProven team player

Preferred QualificationsDegree in business or related field of studyExcellent analytical and interpersonal skills - strong verbal and written communication skills.  Ability to communicate with employee and customers at all levels. Change agent and process oriented individual. Results driven and ability to manage and coach team membersExperience managing revenue generating and cost control projectsHighly motivated goal-oriented self-starter with ability to work autonomously and as part of a team, takes initiative to make things happen, identifies what needs to be done and does itDemonstrated ability to work under pressure and to meet deadlines and commitmentsExcellent organizational, project management and time management skills, including multi-taking and ability to prioritize and meet deadlines, follow up and attention to detail.  Adaptable to multiple requests and daily changesAbility to interact effectively with all levels of a matrix organization, both internally and with external customersDependable: Being reliable, responsible, dedicated, committed, and fulfilling obligationsAdaptable/Flexible: Being open to change (positive or negative) in response to new information, different or unexpected circumstances, and/or to work in ambiguous situations in a high paced environment with changing needsHigh Integrity: Accepting and adhering to high ethical, moral, and personal values in decisions, communications, actions, and when dealing with others Experience with quotation and contract systems tools and working with data (such as Svc Max, Oracle Suite, Excel etc.)Basic understanding of Order Management, Business Operations and Service Delivery/Logistics and Service Centre  processesBasic understanding of technical/medical equipment and services, preferred knowledge in applicable specific GE Healthcare care areas desiredIT savy, skills with Excel, Access and Powerpoint.Ability to make data analytics and formal presentations (internal and external)

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, collaboration and support.

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Additional Information

Relocation Assistance Provided: No