Service Account Manager
- Mascot, NSW
- Permanent
- Full-time
To succeed in this role, you will need to build and nurture strong relationships with key departmental and technical decision-makers within your accounts. Leveraging a consultative selling approach, you will actively listen to customer needs, identify challenges, and propose tailored service solutions that deliver measurable value. A solution-oriented mindset will be essential as you collaborate with customers and internal teams to co-create strategies that drive long-term success. Where appropriate, you will also partner with the equipment sales team to gain access to broader customer stakeholders and influence purchasing decisions.Job DescriptionResponsibilities
- Contribute to achieving Operating Plan targets for service revenue, profit margin, and equipment sales.
- Ensure pricing compliance to maximise profitability and maintain commercial discipline.
- Accurately forecast orders and sales through effective opportunity management in GE HealthCare’s CRM tools.
- Support tender submissions by preparing service offering content and pricing in collaboration with commercial and legal teams.
- Develop strategic business plans for assigned accounts and territory, including opportunity development, competitive positioning, and performance targets.
- Build and maintain strong customer relationships, collaborating with equipment sales teams to strengthen account engagement.
- Monitor and communicate market trends and competitor activity, and lead the development of counter-strategies.
- Own and resolve service contract-related customer queries in coordination with internal teams.
- Prepare for customer meetings and performance reviews, including data reporting and presentations.
- Stay current with product, customer, and market knowledge through ongoing training.
- Collaborate with product teams to ensure customer satisfaction and commercial success.
- Understand customer challenges and develop innovative, tailored service solutions.
- Manage the service contract opportunity funnel to maximise win rates.
- Lead the contractual process, including negotiation and coordination with legal and commercial stakeholders to minimise risk.
- Identify and develop new opportunities, working with sales leaders to grow the upgrade pipeline.
- Maintain accurate opportunity records and ensure order and configuration quality at entry.
- Estimate delivery timelines based on production schedules to meet customer expectations and enhance satisfaction.
- Aware of and comply with the GE HealthCare 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 concerns and take immediate corrective action as required
- Knowledge and understanding of all Global Privacy and Anti-Competition Policies (including but not limited to GE HealthCare HIPPA Guidelines, NEMA Regulations, etc.) and operates within them to ensure that no company policy or US / Int’l Law is broken.
- Knowledge and understanding of all Environmental Health Policies (including but not limited to GE HealthCare Environment, Health & Safety Policies) and operate within them to ensure that no company policy or US / Int’l Law is broken
- Ownership of order and configuration quality at the point of entry to ensure accuracy, configuration integrity and that all requirements are tied to documented customer inputs.
- Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System.
- Tertiary qualifications in business, marketing, product management or related field of study, with a minimum of 5 years’ experience in marketing, commercial or product management roles
- Strong business acumen and domain expertise in GE HealthCare products and market dynamics in ANZ
- Ability to develop and execute priorities aligned with strategy
- Strong presentation skills and understanding of selling skills and CRM utilisation to drive revenue
- Excellent analytical, interpersonal, influencing skills with the ability to communicate with employees and customers at all levels
- Experience in operating in a cross-functional matrix team, both at a local and regional level
- Experience as a change agent and process-oriented individual
- Exceptional communication and interpersonal skills.
- Ability to navigate and influence within a complex organizational structure.
- Proactive and innovative approach to problem-solving.
- Prior experience working for a large company in a matrix environment
- Demonstrated ability to energize, develop, and build rapport at all levels within an organisation