Role Summary:

The Technical Operations Manager - ANZ is responsible for leading the Services business efforts in field and technical efficiency, including minimising the customer events at each site through constant analysis and field interventions to rectify ongoing site challenges.

Essential Responsibilities:

Lead the analysis by customer on CTS outliers and maintenance strategies for the products to reduce, High parts usage, High downtime, High field visits, including corrective repairs

Track and report progress and outcomes and provide updates to the various forums on actions and results; lead productivity projects across the Services organization, including facilitating cost & productivity workouts to, prevent / minimise failures, Improve Fix Right First-Time rates across all field operations and lead part consumption initiatives to reduce ANZ cost to serve amounts

Develop and communicate best practice comparisons between regions to encourage a more standardised approach to Field efficiency; lead initiative to focus on important areas

Develop a "hot sites" list to continually assess and manage customer issues, utilising the Field & Account teams to minimise customer impacts.

Lead the analysis of the Field Engineering labour utilisation and material consumption and work with the Field Operations Leaders to drive improvements in productivity of the Field force

Manage the Technical Training requirements for ANZ; lead & coordinate the relevant technical and behavioural training required to improve both customer experience and technical efficiency; develop mechanism and processes to assess and maintain competency in ANZ field teams.

Be the key point of connect for Productivity and Field Force effectiveness for ANZ Service business with global support teams. Develop & maintain strong links to global engineering teams and leverage upstream support to resolve local issues.
Respond and manage the Productivity programs deployed in ANZ including the cost reduction budget, manage progress via the system tools (Devonway) and ensure the business realises the necessary savings throughout each budget year. Report outcomes to the Global Services Productivity and Finance teams on progress to the yearly targets and ensure projects allocated by global are viable and achievable in our market. Shared objective with Modality Leaders and Field Operations teams.

Support management of NPI & EOL programs in partnership with Region Support Engineers, Modality Segment Lifecycle teams, including leading the projects and programs to prepare for all NPI's.

Ensure the Services businesses leads the globe in effective resolution of Technical & Service Delivery CSO's. Engages the RSE, Field Operations teams and GE1 teams to ensure that the right urgency and participation occurs. Develop any operating mechanisms and metrics to ensure accountability and responsibility for CSO resolution.

Responsibility for the Field Operations processes within the Services business, including working with the Field Service teams, Scicom (3rd party) and other teams to maximise the accuracy of the Service Request quality and processing at any point in time.

Leading Service Operations Reviews and presenting at other Quality/Compliance leadership meetings, supporting the Services General Manager in the analysis and execution of programs which will positively impact the business

Management of the Channel / Vendor relationships for the Services business, including but not limited to Scicom, GENPACT, Celemetrix and other organisations which supply services to the ANZ Services business;

Develop or improve existing process projects that drive improvements in identified areas as part of metrics analysis in line with quality principles

Partner with Modality Leaders, GE1 and Commercial teams to develop effective service delivery and escalation strategies to minimise downtime and maximise productivity;

Work with General Manager, Services & Services Finance partner to conduct relevant reviews with APAC region team ensure we have appropriate scorecards / presentations available to show ANZ business performance.

Sets up/implements regular and ad hoc reports and meetings to track results or identify improvement opportunities.

Qualifications/Requirements:

Significant experience designing, developing and implementing service and maintenance strategies working in Facilities Management, Field Engineering or Manufacturing environment including mean time to failure metrics
Minimum of 5 years management experience of diverse teams
Degree qualification in Engineering, Project Management, Commerce
Strong experience in leading maintenance strategies for complex equipment and sub systems
Solid proficiency in computer skills in Microsoft Office Suite products and Spotfire analysis tools, Service Max or Siebel experience strongly preferred
Strong LEAN / Six Sigma qualifications preferred
Significant experience leading Field Engineering or Service teams
Ability to facilitate workshops, with a broad range of people, and deliver a cohesive execution strategy of outcomes and manage via action plans and project management expertise
Experience interfacing with both internal and external customers in finding value added solutions to improvement opportunities

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 and all customer quality or compliance concerns immediately to the Quality Organization.
Identify and report any personal quality or compliance concerns immediately to the Quality Organization.
Ensure timely dispatch closure.
Ensure completion of all field modifications instructions (FMI's) within prescribed timeframe.
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

*Please note that you must have the work to right in Australia to apply*

Desired Characteristics:

Preferred Experience/skills
• Strong experience in leading maintenance strategies for complex equipment and sub systems
• Solid proficiency in computer skills in Microsoft Office Suite products and Spotfire analysis tools, Service Max or Siebel experience strongly preferred
• Ability to solve complex problems using diverse range of tools and resources
• Able to maintain and tap into a global network of experts to expedite issue resolution, working across a heavily matrixed organisation
• Project Leadership experience
• Strong communication and teamwork skills
• Proven ability to lead teams
• Strong prioritization and organizational skills
• Strong financial analysis abilities
• Accessible \"after hours\" and weekends for critical issues and coverage as necessary.; after hours calls with global teams common requirement;
• Strong Customer negotiation and leadership skills
• Entrepreneurial thinker: having the view on the broader picture
• Up to 20% travel from time to time is required (domestic) & 1-2 International trips per year

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

Additional Locations:

Australia;Parramatta or Melbourne;

Technical Operations Manager ANZ

Ge Energy Uk • Parramatta Area Sydney NSW

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