Service Delivery Engineer

CITY: Milwaukee STATE: Wisconsin COUNTRY: USA Essential Functions (Responsibilities):
Leader of all USA Supply Chain Depot Exchange Repair activities associated with the GEHC Clinical Systems Services operations including: *Lead team of 17+ repair personnel responsible for return to factory repair of exchange parts/assemblies, loaners and customer equipment.*Responsible for employee safety and repair quality.*Solve customer service issues efficiently while controlling costs.*Oversee Failure Mode analysis and identify trends before they become a problem.*Responsible for the safe, efficient, timely, and economical repair, storage and delivery of healthcare equipment in compliance with government regulations.*Document and track equipment failure records.*Responsible for the availability of spare parts inventory to ensure timely fulfillment of customer orders and Depot repair requirements.*Achieve inventory cost and turn targets. *Implement 'Lean' manufacturing processes throughout repair operations.*Work closely with the product technical support and call center teams to maintain high customer satisfaction.*Maintain or improve high customer satisfaction levels. *Establish and monitor customer-centric metrics for the Exchange Repair team

Qualifications/Requirements:
Bachelor's Degree or equivalent experience.* 2+ years management experience, preferably in a repair center, with a proven track record* Project management skills * Ability to identify and define problems and successfully implement solutions* Effective interpersonal and communication skills*The ideal candidate must excel in managing a diverse group of individuals and teams to maintain a high level of customer service.

Desired:
Demonstrated ability to successfully lead process changes* Prior experience leading significant improvements in customer satisfaction levels* Experience leading teams responsible for front-line customer support

General:
Service program integrator bridging between Monitoring Solutions (MS) product development engineering and field/remote service with the purpose of ensuring quality product serviceability and field service readiness. This role will require specific service consultant engagement during early product development followed by active, implementation and "hands on" service training and data collection. This in field experience and data will be focused back into the product development cycle to drive corrections and improvements to product and process. This position will work closely with the service engineering LSIs, product development teams, and the service Zone Support Engineers (ZSE)/Tech Support, driving a transfer of knowledge between the two groups. In addition, this person should act as voice of the customer (VOC) and of field service (VOF) ensuring that the product development teams keep on track to meet both customers' CTQs.


We offer a competitive salary, outstanding benefits package and the professional advantages of an environment that supports your development and recognizes your achievements. We are an Equal Opportunity Employer.