Offers “General Electric”

Expires soon General Electric

Case Manager Specialist

  • Brisbane (BRIS CITY CNTRY)
  • Design / Civil engineering / Industrial engineering

Job description

3250401
Additional Cities

Springfield Central
Career Level

Experienced
Relocation Assistance

No
Business

GE Healthcare
Business Segment

Healthcare Global Services
Function

Services
Country/Territory

Australia
Postal Code

4300
Role Summary/Purpose

This role is responsible for managing our customers through a hard down situation where they have a medical device offline. This situation requires immediate and specialised management of not only the customer but also our technical teams, parts and logistics and internal stakeholder communication. GE1 delivers support and service across ANZ, Fiji and PNG and this role is pivotal to helping us get the customer up and running in the quickest and most cost-effective manner.
Essential Responsibilities

Key to this role will be the ability to professionally and confidently communicate with internal and external customers in high pressure situations but also coordinate several administration and operational tasks at the same time. This will require someone who can manage competing priorities with a calm and professional approach as well as strong process and system acumen coupled with a high level of attention to detail. This role will work closely alongside the various teams within the GE1 Centre and being able to develop positive relationships will be critical to the role. If you love fixing problems, coordinating activities and are a professional and confident communicator then this is opportunity is for you.

• Be responsible for undertaking detailed case management activities, owning the coordination of a number of tasks concurrently (customer communication, internal communication, parts and logistics, reporting, job closure and customer survey)
• Manage all calls from customers in a professional and calm manner, empathetically handling customers in stress and seamlessly manage the call escalation
• Work collaboratively and closely with leadership and frontline teams to ensure adherence to or modification of process – ensuring that you continue to look for better and more efficient ways of managing customer hard downs.
• Be accountable and responsible for hard down project activities where required, working in an autonomous fashion
• Participate as required in meetings, ensuring reports or other materials are prepared to the quality and timeline expected of this role
• Document SOPs and Process Maps to ensure zero risk in knowledge management and retention
• Build training packs and deliver training on all new optimisations as required
• Ensure accurate and compliant entry and maintenance of any systems as required as part of the role
• Deal directly with customers (internal and external) in a positive manner in the completion of the role, ensuring a professional and helpful approach is always maintained
• Produce high quality correspondence; presentations, meeting agendas, emails and any external or internal mailings
• Handle highly confidential and sensitive material, especially customer related, information
• Act as a key support to the technical teams and support key projects/initiative roll outs within GEHC as required
• Complete any other administration or coordination role as required from time to time by the business

Specific Goals:

1. 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
2. Complete all planned Quality & Compliance training within the defined deadlines
3. Identify and report any quality or compliance concerns and take immediate corrective action as required
4. Prepare insightful easy to read reports that demonstrate real performance to actuals and use insights from this reporting to identify process improvement opportunities and make recommendations/drive initiatives.
5. Take ownership and drive projects and initiatives as required, delivering value to the business through effort and quality
Qualifications/Requirements

Required

1. Minimum 3 years’ experience in a complex, high volume customer service environment
2. Demonstrated experience in a complex parts or logistics environment where management of multiple competing priorities was required
3. Experience in CRM programs (prefer Siebel, Oracle, Avaya)
4. Demonstrated ability in developing procedural documents
5. Strong demonstrated report writing skills, ability to interpret and articulate complex ideas in a simple manner to a wide audience
6. Experience in managing aspects of projects and delivering outcomes in line with project plans and corporate objectives
7. Demonstrated experience working across multiple teams, influencing at various levels and working within complex team environments
8. Ability to deal with high change environments and respond in a sustained positive manner
9. Ability to model by example positive leadership traits that influence others to better performance and impact culture in a positive way

Experience and Desired Characteritics

• Proven experience in coordainting and managing logistics in a complex customer support environment
• Proven ability to work with mulitple stakeholders in a cross regional environment, prioritise multiple priorities to meet scheduled completion dates and customer expectations
• Demonstrated ability to effectively communicate in a matrix environment with a proven ability to work with and influence team members to achieve mutual goals
• Working knowledge of Microsoft Windows and Office Applications, proficient in project management software such as MS Project
• Knowledge of Oracle and/or Siebel systems
• Resilent and positive in high change environments, leads by behavioural example
• Competent and highly professional communicator
• Candidate must have a valid driver’s license
• This role will be based in Brisbane (Springfield)
Desired Characteristics

As above
About Us

GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com
Primary Country

Australia
Primary State/Province

Queensland
Primary City

Springfield Central

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