Job Description Summary

The Technical Operations Leader role is critical to strengthening our service delivery capabilities and ensuring operational excellence across Indonesia. This position will serve as a strategic and hands-on leader, driving technical proficiency, technical issue resolution, productivity, and customer satisfaction at a national level.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. 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

Main Scope

Field Engineer Skill Development

Elevate the technical competency of our Field Engineers through structured training, mentoring, and continuous skill enhancement programs - Ensuring the team readiness to handle complex systems and deliver best-in-class service.

Productivity and Operational Efficiency

Implement robust processes and performance metrics to optimize resource utilization, reduce downtime, and improve overall productivity. This role will be championing lean practices and digital tools to streamline workflows and enhance service delivery.

Customer Escalation Management

Act as the primary escalation point for critical customer issues within Indonesia, ensuring timely resolution and proactive communication. This role will foster strong collaboration between technical teams and customer stakeholders to maintain trust and satisfaction.

Accelerated Resolution and Service Excellence

Drive initiatives with focus on reducing turnaround times for service requests and corrective actions by leveraging advanced troubleshooting techniques and cross-functional coordination. This will ensure faster, more reliable resolutions that exceed customer expectations.

Strategic Impact

This role is pivotal in aligning technical operations with business objectives, reinforcing our commitment to quality, and positioning Indonesia as a benchmark for service excellence in the region. Through leadership, innovation, and operational rigor, the Technical Operations Leader will enable sustainable growth and customer loyalty.

Detailed Responsibilities

• Improve customer experiences by providing excellent engineering services in a timely manner
• Improve services productivity, by driving operational excellence based on quality of services engineering, getting rid of non-value added activities), leading standardization across services processes and procedures
• Supporting the Remote Service Leaders (RSL) and Field Service Engineering Team in delivering high-quality technical support and service coordination for healthcare equipment, ensuring hospitals and clinical operational efficiency
• Acting as the next level technical escalation within the Country, supporting RSL and field colleagues in complex Customer technical issues
• Perform all RSL activities with full autonomy
• When needed on site, should be able to take the technical lead in managing complex technical issues - from diagnosis, to resolution including strong communication throughout
• Work horizontally with various stakeholders to maximize customer impact
• Take the lead within Modality for driving improvement and change across the team and field
• Act as a deputy for and support Modality Services Leaders when needed
• Responsible for improving engineering capability of both own team and field delivery team by leverage global team capability and available tools
• Cultivate Lean culture in Services team and make it our daily behavior and the way of thinking. Becoming a role model on all transactional matters including debriefing, customer reporting, fault analysis
• Drive Data Driven Operations by visualizing business performance (KPIs), leveraging digital solutions & data analytics technology
• Enhance the capability of Technical Operation team and build a talent bench
• Become a change agent to Technical Operation and bring necessary changes timely to the needed areas
• Support for FMI, QA/RA activities to filed

Requirements

• Advanced technical knowledge and skills within a specific modality, having had experience as a Remote Service Leader
• Advanced IT knowledge and remote troubleshooting experience
• Strong understanding of networking, remote diagnostic tools, extended BAT tools and digital platforms Safety-first mindset
• Project management skills (ability to document, plan, coordinate and execute projects)
• Excellent communication skills
• Lean & continuous improvement knowledge
• In-depth knowledge of all processes and tools related to the role
• Trained and updated in all mandatory trainings
• Solid understanding of key business drivers
• English: Good to fluent level

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.

Additional Information