Job description
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
Relocation Expenses
No
Role Summary/Purpose
The Customer Care Leader works closely with the local team and customers and is their advocate within GE Healthcare related to satisfaction issues. He/She is the main point of contact for customer problem resolution at strategic GE Healthcare customer sites. Provides executive level relationship management at assigned customer sites. He/She manages Technical and Commercial CSOs. The CSO (Customer Satisfaction Opportunity process is a closed loop process that begins and ends with the customer.
Essential Responsibilities
•Own the CSO process wing-to-wing for her/his region: From assessment, to creation, definition, implementation, monitoring and closure
•CCL assessing the CSO criteria and has the power to decline the request.
•Drive ownership and sense of urgency with customer issues throughout different levels of the organization
•Manage multiple customer issues at any given time to meet action plan commitments; communicate with customer (as required) and local team (systematically), initiate and facilitate tcons with cross-functional team members, etc. to keep CSO moving toward a solution or compromise…always accepted by the customer
•Identify and engage the appropriated resources within GE Healthcare to help solve customer issues as quickly as possible
•Document and manage CSO information in Siebel according to work instructions
•Participate to continuous improvement of metrics, process and customer facing cycle time
•Influence cross-functional resources to meet critical activity deadlines and manage internal team communication to solve customer issues, as well as to ensure regular communication with customer throughout the CSO
•Coordinate resources upon resolution of customer issue to identify root cause information
•Manage hierarchical escalations on purpose
•Build and sustain a community with CCL colleagues in other regions: Practices sharing; Improvements; Support
Qualifications/Requirements
•Bachelor’s Degree and 3+ years relevant experience
•Excellent communication, influencing and problem solving skills with peers, customers and cross-functional teams utilizing telephone, email, teleconferences
•Demonstrated strong leadership skills with project management, prioritization and organizational skills
•Multi-tasking abilities to handle multiple, critical issues and various projects simultaneously
•Proven ability to collaborate successfully within a cross-functional team and remote environment
•Able to facilitate team-based problem solving for complex, time critical customer issues
•Shall be able to build his/her visibility and credibility of local team, cross-functional teams and their management, success factor to get resources and actions completed on time
Desired Characteristics
•GE Healthcare Equipment’s Clinical or technical experience
•Six sigma or Lean knowledge
•Project management training/certification
•Master’s Degree in Business
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