Lead a technical support team managing customer issue resolutions, ensuring operational performance, and influencing service strategy with deep technical expertise and operational judgment.
Job Description SummaryThe Sr. Service Manager – Technical Support leads a team responsible for post sales technical support, including customer issue resolution, repairs (returns and field), and service requests. This role influences service strategy, operational performance, and cross functional collaboration. With moderate autonomy and significant input into priorities, the position requires strong operational judgment, technical expertise, and leadership capability.Job DescriptionApplication Deadline: February 05, 2026
Roles & Responsibilities
- Lead and manage a technical support team responsible for Level 1, 2, and 3 support, ensuring timely resolution of post‑sales technical issues for customers and field service teams.
- Develop and maintain deep expertise within the technical support discipline; act as a resource for best practices, quality standards, and continuous improvement.
- Stay current on the latest technical developments and integrate these insights into team processes, strategy, and service delivery.
- Apply in‑depth knowledge of industry best practices and understand how the team’s work integrates with other functions; maintain awareness of competitive offerings and differentiators.
- Exercise sound judgment in solving moderately complex operational, product, manufacturing, technology, or engineering challenges, often taking a new perspective on existing solutions.
- Leverage technical expertise and data analysis to drive recommendations and decision‑making, incorporating inputs from multiple internal sources and limited external sources.
- Serve as a mentor and resource for less experienced colleagues; may lead small to mid‑sized projects with moderate risk and resource requirements.
- Communicate complex or sensitive information effectively and work to build alignment across stakeholders; develop persuasive skills to influence outcomes within the functional area.
Required Qualifications
- Bachelor’s degree with 10+ years of Field Service experience or high school diploma with 12+ years of Field Service experience.
- Extensive experience managing field service activities and resolving customer escalations.
- Proven ability to troubleshoot and resolve complex field service and technical issues.
- Demonstrated understanding of service support infrastructure and operational processes.
- Strong multi‑tasking skills with the ability to manage complex remote troubleshooting workflows.
- Exceptional written and verbal communication skills.
- Ability to travel up to 5% as needed.
- High‑speed internet connection required.
- Prior leadership experience is a must.
GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal 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.
GE HealthCare 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 (as applicable).
While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.
Relocation Assistance Provided: No
Top Skills
Data Analysis
Field Service
Technical Support
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