Director of Services - Imaging, ANZ

Job Description Summary

The Director of Services – Imaging, ANZ, leads field service operations across Australia and New Zealand for GE HealthCare’s Imaging portfolio, driving service excellence, operational efficiency, and customer satisfaction. This role oversees a high-performing team of service managers and engineers, ensuring safe, compliant, and timely service delivery. With a focus on continuous improvement, workforce development, and customer-first strategies, the leader supports Imaging business growth through strategic leadership and cross-functional collaboration.

This role reports into the Services General Manager, Australia & New Zealand

Job Description

Key responsibilities include (but are not limited to):

LEADERSHIP

• Sets the vision and operational tactics to develop a world leading Field Operations team, across the various Imaging modalities.
• As an integral part of ANZ Services Leadership team, leads and participate in local, regional & global initiatives and projects over and above the as needed or required to help drive speed, teamwork and quality for our customers and front-line teams.
• Ensure the highest standards of safety for employees and customers.
• Actively seek out market and customer drivers to ensure the business adapts quickly and capitalises on shifting trends in Service delivery.
• Enables managers and leaders within the Imaging Field Operations teams to coach, manage, mentor and influence individuals and teams directly or indirectly reporting to this role, to drive overall accountability, ownership and progress against goals.
• Ensure the Imaging Field Operations team has the right talent, roles and operational structures in place to lead, coach and develop a team of Service Managers, Region Support Engineers and Field Engineers to deliver outstanding customer experience in ANZ
• Create operating mechanisms to ensure the right metrics are in place which reflect the health of the business and ensure an operating rhythm is in place with the Service Delivery Managers to review exceptions and address outliers in a timely manner.
• Lead with a Lean mindset to improve key processes, for our colleague and customer experience
• Collaborate with peers in the Service Organisation, Functional teams and Sales Leadership teams to drive and execute on key business priorities and drive a customer first approach to resolving issues.
  
  

CUSTOMER SUPPORT

• Drive and develop financial, operational and customer-based metrics which demonstrate the health of the Field Operations delivery model in supporting our customers and financial commitments to the business.
• Implement processes to provide remote, as well as on-site support to customers via the Field Engineering teams. Ensure teams are adequately trained to deliver these services and work with Region Support Engineers, On-line Engineers and Modality Engineers to formulate a robust plan for the ANZ Imaging business
• Manage professional relations with key customers, academia government & administrative bodies to deepen understanding of customer challenges and needs. Nurture relationship with professional society stakeholders within geographical area
• Work with the Customer Service Center (CSC) and the On-Line Engineering (OLE) teams to create virtual and seamless remote support processes
• Work with Technical Service Solutions Leader to drive detailed investigations and actions for customer hot sites and continually implement process changes to improve first fix rates
• Work with supporting teams such as CSC, Logistics, Project Management (PMO), Applications, Sales, Product Specialists to ensure processes are in place to manage successful and timely hand-offs between teams and customer experience is seamless and positive.
• Lead the collaboration with Sales team on customer communication, escalations and key opportunities
• Supporting the commercial activities for key accounts by providing account-based feedback via the Field teams which assist GEHC to better meet the needs of customers.
• Provide Technical input, budget and resource preparation for new product launches including Field engineering education and training to ensure readiness in field for NPI’s.
• Support tender submissions as required.
  
  

OPERATIONS RIGOUR

• Work with the ANZ EHS leader to ensure all field activity is conducted to the highest standards and further develop our safety culture.
• Drive processes for timely field escalations – Customer satisfaction opportunities (CSO), Quality, Product Quality (PQM), Part returns, FOA. Lead the region by ensuring representation from a technical and field standpoint for any global / regional calls related to quality / CSO’s
• Drive adherence to field processes such as parts ordering & return, Service Request (SR) rigour, primary FE/site alignment, On Call control, Overtime control, Tools & Test Equip compliance etc.
• Lead initiatives to improve overall speed & quality of response to customers
• Lead Field Modification instructions (FMI) execution for Imaging Field Operations
• Drive processes to complete customer obligations in a timely manner Preventative Maintenance (PMs/ePMs, etc.) adhering to the mandatory quality and compliance procedures
• Work with PMO on installations and ensure timely delivery of system to customers
• Implement new tools and processes as required to drive speed and efficiency
• Participate in overall operating mechanisms and metrics with the view to drive operational rigour in the organisation, spanning all areas of the operation including but not limited to field efficiency, customer satisfaction, productivity, back office efficiency, financials and quality.
  
  

TALENT DEVELOPMENT, TRAINING & WORKFORCE PLANNING

• Working with Training Specialists, Global Training Centres and Technical Operations team, develop a wholistic competency & training plan for the Imaging Field Operations teams. Identify technical and non technical training and/or competency gaps and put in place a training plan by modality/geography to improve field coverage.
• Work with Technical Operations, Regional Support Engineers and the Field Service Operations teams to set up and operationalize channel partners as required.
• Conduct & lead regular People Reviews of team and ensure development plans are in place for SDM, SFE and RSE roles. Actively work with our HR partners to strengthen and develop the talent for the Imaging business
• Develop an approach in supporting the Imaging install base through resourcing the region effectively to drives profitability and efficiency.
• Develop and lead appropriate operating mechanisms to ensure performance of function is optimised and reported appropriately.
• Regularly provides updates, including regular communication to the business via various written, recorded, live presentations / updates to ensure visibility of the function across -ANZ.
  
  

QUALITY, SAFETY & COMPLIANCE

• Create and drive a culture of safety and compliance in the Imaging Field Service Operations team
• Drive safety metrics to ensure processes are followed always
• Partner with QA, RA, Product, PMO and Service teams to drive:
• Install and Site Readiness checklists
• Radiation and Electrical licensing
• Electrical Safety compliance
• FMI process execution
• SR Quality (CHU)
• Tools & Test Equip calibration and compliance
  

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 any quality or compliance concerns and take immediate corrective action as required
• Knowledge and understanding of all Global Privacy and Anti-Competition Policies (including but not limited to GE Healthcare HIPPA Guidelines, NEMA Regulations, etc.) and operates within them to ensure that no company policy or US / Int’l Law is broken.
• Knowledge 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 Law is broken
• Ownership of order and configuration quality at the point of entry to ensure accuracy, configuration integrity and that all requirements are tied to documented customer inputs.
• Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System.
• Responsible for 100% compliance on teams EHS goals and metrics.
  
  

Qualifications And Preferred Experience

• Bachelor’s degree or equivalent experience in technical, healthcare, or business disciplines.
• Minimum 10 years of technical, commercial, or operational leadership experience.
• At least 5 years leading multi-functional teams across a broad geographic area.
• Demonstrated experience applying Lean or Six Sigma in a service environment.
• Advanced understanding of service operations, customer experience, and commercial strategy
• Strong understanding of business metrics and financial acumen.
• Proven experience leading leaders (e.g., managing managers or senior technical teams).
• Strong track record of developing talent and building high-performing teams.
• Demonstrated success driving transformation or change initiatives in a complex service environment.
• Experience working in a matrixed, global organization with cross-functional collaboration.
• Regular travel across ANZ is required.
  
  

The role is ideally placed in Sydney but Melbourne or Brisbane may be considered as suitable locations for a base of this candidate.

Additional Information

Relocation Assistance Provided: No