Dealer Operation Manager, West

Job Description Summary The Dealer Operations Manager is responsible for overseeing and managing the daily operations of all kinds of service requests handled by channel partners in the defined region. This role ensures operational efficiency, enhances customer satisfaction (CSAT), and supports channel partners in delivering quality service. He / She will act as a key liaison between channel partners, and the technical and operations support team, driving on-time service delivery which includes on time corrective repair, preventive maintenance and maintaining safety standards and following organization policies and guidelines.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. 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. Job Description

• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area - Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer
• Daily Service Review and Monitor all kinds of service requests managed by channel partners to ensure timely and effective resolution.
• Serve as the primary point of contact between channel partners and the technical and operations support team to expedite issue resolution.
• Conduct Bi-Monthly performance assessments of dealer operations, ensuring adherence to service standards and achieve high operation metric.
• Meet with customers regularly to gather feedback on service quality and drive improvements in customer satisfaction (CSAT).
• Conduct periodic inspections at service locations to assess service quality and compliance with safety regulations.
• Ensure that channel partners have the necessary tools and Personal Protective Equipment (PPE) for safe and effective service delivery.
• Work closely with the Regional Manager for operational support, escalations, and guidance.
• In-depth understanding of key service operations drivers.
• Uses some level of judgment and has ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and on-the-job training to solve straightforward tasks.
• Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.

• This role requires minimum 8 plus years of experience in the Services Customer Service Management. Knowledge level is comparable to a Bachelors degree from an accredited university or college ( or a high school diploma with relevant experience)

• Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.

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