Field Service Coordinator

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This role is responsible for coordinating and planning Preventative Maintenance (PM) activities for GE Healthcare’s extensive range of medical equipment. Assisting internal and external customers through the Service Support Operations Centre via phone, email and other communication platforms, you will facilitate PM service for our Australian, New Zealand, Fijian and Papua New Guinean regions. This role deals directly with customers, field engineers, service delivery managers, operations and other stakeholders.

Key Responsibilities:

Scheduling and Dispatching Preventative Maintenance

• Extract and manipulate detailed PM data from multiple systems to effectively schedule maintenance within the required time frame.
• Refer to operating systems and accurately identify customer information (such as contract entitlement, schedule dates, asset identifiers, points of contact)
• Overall management of Field Engineer PM appointment calendars. Accurately populating with the PM appointment data.
• Communicate with customers through the applicable medium to facilitate ‘on-time’ servicing.
• Reschedule PM appointments as required, updating key stakeholders.
• Regularly participate with stakeholders in meeting activities, and positively contribute to improvement initiatives and maintenance issue resolution.
• Analyze PM data and asset location to efficiently schedule maintenance.
• Contribute to data cleansing activities as required.
• Other PM Planning activities as required.

General Requirements

• Act with professionalism, integrity and a positive approach at all times.
• Be adoptive of change, be flexible and positive in a continually evolving environment.
• Demonstrate a ‘continuous improvement’ mindset, contributing to process improvement.
• Prioritise work to ensure critical tasks are completed within the required timeframes.
• Develop solid product knowledge and a strong understanding of business functions within GEHC.
• Work as part of a team and adopt a flexible approach to increase and maintain the quality of service.
• Build effective relationships within GE HealthCare and allocated territory (state), including but not limited to; Field Engineer Teams, Service Delivery Managers, Significant Service Event Case Manager and Customer base.

• Apply the ‘one point of contact’ philosophy and build stakeholder confidence through all elements of the allocated portfolio.
• Adhere to procedures set down in SOP’s, whilst embracing a continuous improvement mindset to identify inefficiencies to the team leader.
• On-going liaison and support function to the Field Engineer for Service Request specific requirements.
• Assist in maintaining SOP documents for internal and external audits in accordance with ISO 9001.
• Participate positively in team development, through meetings and other planned events.
• Other administration activities 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 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.
• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

Essential Requirements:

• Extensive and demonstratable Coordination and Planning experience in a dispersed operational environment.
• Experience using multiple operating platforms and systems (ServiceMax, Salesforce, Genesys) or similar.
• Outstanding communication skills, both written and verbal.
• Advanced capabilities in using Microsoft Excel is essential.
• Ability to work in a cross-functional matrix team environment nationally and internationally.
• Ability to manage self and tasks in a mature and timely manner, prioritizing effectively.
• Excellent organizational and administrative skills.
• Strong attention to detail.
• A calm and analytical approach to problem solving, with the ability to make decisions based on data analysis.
• An adoptive approach to change and the ability to be flexible.
• Willingness to work as part of a team and actively contribute to continuous improvement initiatives.
• CRM system knowledge.