Hardware Customer Care Specialist

Job description

3153909
Additional Cities

Marlborough
Career Level

Experienced
Relocation Assistance

No
Business

GE Healthcare
Business Segment

Healthcare Life Sciences
Function

Product Management
Country/Territory

United States
Additional States/Provinces

Massachusetts
Postal Code

01752
Role Summary/Purpose

The Customer Care Specialist will manage the resolution of Upstream Bioprocessing hardware-related customer issues, complaints, and documentation gaps by driving completion of all necessary internal and external actions and deliverables required to satisfy customers.
Essential Responsibilities

• Support product leaders and product managers in addressing and resolving customer complaints, issues, and documentation gaps to improve customer service, support, and satisfaction.
• Lead global coordination with all key stakeholders to insure efficient and timely resolution of customer issues and complaints. Key stakeholders include Regional Modalities, Product Managers, Engineering and R&D, Product Care, QA, Regulatory Compliance, Field Service, Purchasing, and Supply Chain/Production Operations.
• Apply project management skills and tools to drive completion of tasks and critical path items, in order to reduce response time, improve quality and completeness of responses, and meet or exceed all key customer satisfaction metrics established by the business.
• Develop expert level knowledge and navigation skills for customer satisfaction systems and QA processes, in order to manage priorities and drive execution of actions to close open cases. This includes the Case Management system, the Corrective Action/Preventive Action (CAPA) program, and the associated TrackWise process.
• Take leadership and ownership for closing out any actions and deliverables, which do not currently have clearly defined owners by coordinating and pulling in any necessary resources and subject matter experts to complete tasks in a timely manner.
• Identify, develop, and support implementation of new or revised procedures and tools to improve the overall efficiency and effectiveness of the Global Case Management process.
• Coordinate and assist the Product Management Team in creating any necessary documentation and communications defining final resolutions, actions, and commercial impact.
• Develop understanding and knowledge of Upstream Bioprocess HW customers and applications, and the GEHC solutions supplied to meet customer specifications for those applications.
• Provide the “voice-of-the-customer” and become the internal “customer champion”, communicating the customer’s perspective and sense of urgency to resolve open cases.

Quality Specific Goals:

• Knowledge and understanding of applicable GELS standards. 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 quality or compliance.
• Suggest improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System.
Qualifications/Requirements

• 3-5 years of experience in a R&D and/or production manufacturing environment.
• Bachelor’s degree in engineering, a science-based discipline or a related technical field.
• 3-5 years of experience in engineering, project/program management, quality assurance, or other technical support or product support role.
• Excellent communications skills and demonstrated team coordination skills with proven ability to motivate and collaborate across diverse, multi-functional teams.
• Demonstrated ability to manage complex projects, including conducting risk assessments and implementing contingency plans to complete projects on schedule.
• Ability to understand issues and problems from a customer’s perspective, and to communicate these effectively to drive internal GEHC team priorities and actions.
Desired Characteristics

• Experience and knowledge in bioprocessing or bio-pharmaceutical industry requirements and specifications a plus.
• Basic knowledge or background of standard production, manufacturing, and supply chain processes and logistics for fluid handling or fluid processing equipment a plus.
• Ability to work under pressure against tight deadlines, while maintaining a high degree of quality and accuracy.
• Well organized and ability to work with minimal supervision and oversight.
• Demonstrated ability to implement best practices.
• Working knowledge of Microsoft Project or other project management tools.
• Proactive in leading and coordinating cross-functionally to resolve open questions.
About Us

GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is anEqual Opportunity Employer . 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.
Additional Eligibility Qualifications

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen.
Primary Country

United States
Primary State/Province

Massachusetts
Primary City

Marlborough