Services Operations Leader, Indonesia

Job Description SummaryJob Summary:
The Service Operations Leader plays a pivotal role in driving operational excellence across service delivery functions. This role is responsible for leading service operations teams, managing logistics, ensuring compliance, and supporting field service execution. The leader will focus on improving safety, quality, and efficiency while fostering a culture of continuous improvement and customer satisfaction.
GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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

Key Responsibilities:

Operational Leadership & Execution

• Oversee day-to-day service operations including dispatch management, parts logistics, warranty claims, and preventive maintenance planning.
• Ensure accurate and timely processing of service requests, installations, de-installations, and reverse logistics.
• Maintain data integrity across systems (e.g., Support Central, Legacy platforms) for install base and service records.
• Drive productivity and cost-efficiency through process optimization and LEAN implementation.

Team & Process Management

• Lead and develop service operations teams, including technicians and support staff.
• Establish and monitor team goals aligned with Safety, Quality, Delivery, Cost, and People (SQDCP) metrics.
• Develop training plans to enhance workforce capability and ensure audit readiness.
• Collaborate with field engineers, commercial teams, and cross-functional stakeholders to resolve technical and process-related issues.

Customer & Field Support

• Act as a key interface between field teams and logistics partners to ensure timely parts delivery and service execution.
• Manage call center operations including service request intake, dispatch coordination, and escalation handling.
• Support warranty and contractual commitments through accurate entitlement verification and claims processing.

Compliance & Continuous Improvement

• Ensure adherence to Environmental, Health & Safety (EHS) standards and regulatory requirements.
• Identify and implement best practices to improve service quality and operational efficiency.
• Lead or support continuous improvement initiatives and change management efforts.

Qualifications:

• Bachelor’s degree with 3+ years of experience in service operations, supply chain, or production leadership; or High School diploma/GED with 15+ years of relevant experience.
• Proven leadership experience with the ability to manage teams and drive results.
• Strong analytical, planning, and decision-making skills.
• Proficiency in service systems and tools, with the ability to adapt to evolving technologies and processes.

Desired Characteristics:

• MBA or Master’s degree preferred.
• Experience in medical device service or manufacturing operations.
• Six Sigma Green Belt certification or equivalent process improvement experience.
• Strong interpersonal and communication skills across all organizational levels.
• Demonstrated ability to lead in a matrixed environment and manage ambiguity.
• Project management experience and a proactive approach to problem-solving.

Inclusion and Diversity

GE Healthcare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity. Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

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