Job Description Summary

The Africa Indirect Service Delivery Specialist will oversee and optimize service operations within the indirect service channel ensuring seamless spare parts validation order fulfillment billing and customer support. This role is critical in strengthening Africa Channel Partner Operations actively identifying and resolving bottlenecks addressing process inefficiencies and educating partners on service protocols. Additionally the specialist will lead a geographically dispersed team member and engage with local teams to enhance operational effectiveness. The role requires strategic thinking collaboration and a proactive problemsolving approach to deliver superior service outcomes.
This role will report to Africa Service Delivery Manager.

Job Description

Key Responsibilities

Order Management & Validation

• Oversee the validation of spare parts orders ensuring compliance with entitlement pricing and availability requirements.
• Collaborate with internal teams to resolve order discrepancies and ensure smooth processing.
• Support corrective actions for ordering errors and manage data reconciliation across service platforms.

Order Fulfilment & Logistics Coordination

• Monitor order fulfilment addressing availability and shipment delays by liaising with relevant teams.
• Provide guidance on special shipment requests and oversee return merchandise authorization (RMA) processes.
• Work with logistics and warehouse teams to ensure timely and efficient service execution.
• Ensure all orders are processed and fulfilled within the set KPI targets managing escalations to appropriate teams as needed.

Customer Service & Operational Support

• Act as a primary contact for customer partners experiencing system issues ensuring timely issue resolution.
• Process service tools orders based on customer purchase orders and maintain accurate system entries.

Billing & Dispute Resolution

• Support billingrelated dispute resolution for spare parts ensuring proper credit notes and financial adjustments via GLPROD CPx.
• Oversee quarterly contract billing ensuring timely and accurate invoicing.

Technical Case Management

• Follow up on pending technical cases ensuring prompt resolution and alignment with customer expectations.

Team Leadership & Management

• Lead and mentor a team member based in another country ensuring seamless coordination guidance and operational excellence.
• Provide clear direction performance oversight and continuous improvement initiatives to optimize service delivery.
• Act as a liaison between crossfunctional teams and direct reports to maintain alignment on regional and global service objectives.

Channel Partner Engagement & Performance Monitoring

• Hold monthly meetings with Channel partners to monitor performance address operational challenges and align on service improvement initiatives.
• Analyse service metrics and trends to proactively identify areas for optimization.
• Collaborate with Channel partners to implement best practices for efficiency and customer satisfaction.

Strengthening Africa Channel Partner Operations

• Actively work on building and strengthening Africa Channel Partner Operations driving efficiency and operational improvements.
• Identify and resolve process gaps and bottlenecks ensuring seamless service execution and fulfilment.
• Educate Channel partners on service processes ensuring compliance with best practices and operational standards.
• Engage with local teams to drive solutions for persistent service challenges and enhance crossregional collaboration.

Required Skills & Qualifications:

• Education & Experience: Bachelors degree in a relevant field with strong experience in service operations order management or customer support within an industrial or healthcare setting.
• Technical & Operational Expertise: Familiarity with CPx Oracle GLPROD WF GDDI and other service management platforms along with the ability to identify and address operational bottlenecks.
• Leadership & Stakeholder Management: Experience leading a geographically dispersed team collaborating with crossfunctional stakeholders and strengthening relationships with internal teams and Channel partners.
• ProblemSolving & Process Improvement: Strong analytical skills ability to resolve gaps educate Channel partners and implement best practices to improve service efficiency.
• Strategic Planning & Risk Management: Ability to define longterm improvement initiatives track KPIs mitigate operational risks and drive business objectives forward.
• Communication & Collaboration: Excellent written and verbal communication skills with fluency in English and Arabic and the ability to influence and engage with local teams to resolve challenges.

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.

Behaviors

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.

Total Rewards

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into worldchanging realities. Our salary and benefits are everything youd expect from an organization with global strength and scale and youll be surrounded by career opportunities in a culture that fosters care collaboration and support.

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Additional Information