Service Center Specialist vacancy

Service Center Specialist vacancy
Job Number: 1992988
Business: GE Healthcare
Business Segment: Healthcare Global Services
About Us
GE (NYSE: GE) works on things that matter. The best people and the best technologies taking on the toughest challenges. Finding solutions in energy, health and home, transportation and finance. Building, powering, moving and curing the world. Not just imagining. Doing. GE works. For more information, visit the company's website at www.ge.com
Role Summary/Purpose The Service Center Specialist takes calls from customer and field engineers and occasionally helps to order parts. He/She will log customer calls into our system daily, plan jobs with high optimization given available field engineers (FE) resources, will assign jobs to field engineers and notify customers proactively of their job plan.
Essential Responsibilities
Customer Calls:
• Take incoming Request for Service (RFS) and log the problem in the GE service ERP system
• Identifying our contractual commitments, accurate use of remote support.
• Accurate use of FE Diary.
• Accurate use of the Escalation Process.
• Pro-actively keep customers updated with the progress of open jobs thru written or verbal communication
• Field Engineer Calls
• Take incoming calls from FE's related to dispatching;
• Enter all comments and agree action plan.
• Offer suggestions on possible solutions.
Assigning FE
• Assign FE if they are listed in the System Preferred list
• When Preferred FE not available use the training records and maps to find a suitable resource.
• Escalate according to Regional FE planning rules.
Parts Ordering (occasional)
• Order parts using the current parts ordering System;
• Organize distribution if part in the region network;
• Escalate if part in another location.

Area Administration
• Fully understand and implement the CSO process as required.

Other
• Dispatching FEs to RFS
• Escalate issues as required.
• Willing to work Saturdays on a rotational basis in lieu of other working days
• Occasional customer visits to build and maintain customer relationship
Qualifications/Requirements
• Proven experience in customer service normally including at least 1 year of prior experience in customer service.
• Fluent in English Language
• Competent with Excel and Word
• Experience with managing multiple projects.
• Outstanding communication skills, both written and oral.
• Ability to work in a cross-functional cross-country team environment.
• Ability to manage self and tasks in an appropriate manner
• Excellent organizational and administrative skills
• Attention to detail.
• A calm and analytical approach to problem solving.
• Willingness to work as part of a team
Desired Characteristics
• Bachelor's degree in BioMedical Engineering highly desired
• Prior experience in customer service


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