Note: The job is a remote job and is open to candidates in USA. GE HealthCare is a leading global medical technology and digital solutions innovator. The Service Sales Operations Specialist is responsible for providing sales support to field teams, managing quotes and contracts, and ensuring customer satisfaction through effective liaison and problem resolution.
Responsibilities
- Liaise with customers where necessary to support all sales activity including direct customer interaction to resolve issues
- Liaise with Service Sales team to offer sales support activities based on current set of requirements
- Proactively resolve and escalate issues across functions regarding contract requirements
- Act as key contact and liaison for internal teams (Service Sales, Marketing, Finance, etc….) to ensure on time, high quality quote/contract processing to deliver customer satisfaction
- Support the execution of customer quoting including budgetary and contractual quotes
- Create contract packages as necessary including addendums and revisions
- Partner with service teams on proactive resolution of PO expirations
- Submit risk and Emptoris cases and own escalation resolution
- Support updates to SFDC and provide reporting as needed for variable compensation (VC) and collections issues
- Customer contact for billing questions/escalations
- Resolve on going customer account maintenance issues
- Track field submissions and meet targeted SLA's for resolution by activity type
- Take inbound calls and email requests regarding customer service agreements/invoicing resolutions conducting research and resolving those that be corrected quickly and partnering with the SAS team to resolve items that require deeper contract changes
Skills
- BA or BS degree or equivalent work experience
- Proficiency in computer skills in Microsoft Office Suite products
- Excellent interpersonal skills -strong verbal and written communication skills
- Strong focus on customer care and satisfaction
- Demonstrated ability to work under pressure and to meet deadlines and commitments
- Excellent organizational, project management and time management skills, including multitasking and ability to prioritize and meet deadlines, follow up and attention to detail
- Adaptable to multiple requests and daily changes
- Dependable: Being reliable, responsible, dedicated, committed, and fulfilling obligations
- Adaptable/Flexible: Being open to change (positive or negative) in response to new information, different or unexpected circumstances, and/or to work in ambiguous situations in a high paced environment with changing needs
- Simplification: Look for opportunities to drive improvements in processes; service delivery
- High Integrity: Accepting and adhering to high ethical, moral, and personal values in decisions, communications, actions, and when dealing with others
- Highly motivated goal-oriented self-starter with ability to work autonomously and as part of a team takes initiative to make things happen, identifies what needs to be done and does it
- Ability to interact effectively with all levels of a matrix organization, both internally and with external customers
- Able to work additional hours during peak business times to meet business and customer commitments
- Knowledge and experience working with DI products, services and teams
- GE systems knowledge
- Experience working as a support person for the field
- Experience with the with various quotation, contracts workflow systems and Siebel systems (Siebel 1 preferred)
- Prior experience supporting a Sales team
- Experience with quotation and/or order entry processes and tools
- Basic understanding of Inquiry To Order (ITO) & Order to Remittance (OTR) processes
- Basic understanding of technical/medical equipment and services, preferred knowledge
Benefits
- Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
- Medical
- Dental
- Vision
- Paid time off
- A 401(k) plan with employee and company contribution opportunities
- Life, disability, and accident insurance
- Tuition reimbursement
Company Overview