General Manager, Clinical Engineering

The General Manager (GM) leads a team who manages a portfolio of customer sites where TRIMEDX provides clinical engineering services. The GM is responsible for customer delivery and satisfaction, relationship development, customer retention and growth, associate engagement, operational performance, business unit growth and financial results through a team of leaders in collaboration with TRIMEDX functional teams.

Responsibilities

Strategy Development, Change Management, Innovation and Growth

• Lead strategic development for overall business prosperity and growth to ensure TRIMEDX is the most trusted partner in healthcare for area of responsibility.
• Work effectively with TRIMEDX executives, Customer Experience, Business Development and other functional leaders to drive customer growth, retention and satisfaction, business innovation, service delivery strategies; deliver revenue growth, cost reduction and continuous improvement.
• Recognize problems as opportunities for creativity, innovation and change; takes calculated risk and encourages others to challenge assumptions to seek alternative solutions.
• Champion and lead corporate-wide strategic initiatives for adoption within area of responsibility.
• Lead operating review meetings as well as other recurring meetings with peers to communicate strategy and initiatives, drive adoption and change and monitor growth and operation performance.

Customer Account Management

• Set high standards and accountabilities for team to deliver customer satisfaction including developing and overseeing strategies for Customer retention and cost savings reduction opportunities.
• Provide guidance to direct reports for customer engagement including business reviews with customers to ensure program understanding, customer satisfaction, strategic partnering, innovation and continuous improvement efforts.
• Develop key customer relationships and coach leaders to develop and nurture existing customer account management strategies to assure customer loyalty.
• Work closely with Customer Experience VPs to develop strategies for client match pairs, customer retention, growth and solution adoption.

Operational Leadership

• Oversee service operations through direct reports for large IDNs and multiple hospitals over a broad geographic area with full accountability for achieving service, financial, regulatory compliance, associate engagement and retention and organizational development goals to ensure service excellence.
• Build high performing teams by selecting and retaining leaders and associates to deliver, lead and manage the business.
• Drive process and performance excellence through associate and leadership accountability, develop and execute management controls to assure site leaders and operational directors meet service delivery strategy objectives and generate customer satisfaction.
• Assure quality and operational excellence through ongoing performance and process improvements with preventative actions.
• Assure compliance and implementation of Integrated Service Plan (ISP) to drive business results including, service delivery strategy, FTE staffing and training, resource plans, and budget planning and achievement.
• Utilize financial data and other business metrics to diagnose business strengths and weaknesses, generate alternatives, and commit to driving daily decisions that maximize profitability.
• Work collaboratively with teams and functions to enable best solutions for customer delivery.
• Up to 60% travel is required.
• Other duties as assigned.

People Leadership

• Leadership:Providesclear directionto ensure collective achievement of goals and objectives.Creates aninclusiveenvironment of respect, collaboration, and open communication.
• Associate Development:Identifiesand supportsdevelopment needs ofdirect reportsand team members including connectingthem to resources both internally and externally toensureaculture of continuous improvement.
• Associate Engagement:Createshigh levels ofassociateengagementby understanding organizational and personaldrivers thatimpact engagementand developaction plans that deliver increased engagement.
• PerformanceManagement:Sets clear goals and expectations for teams,monitor, and enableperformance and intervene with appropriate actionwhen performance gaps occurand provide timely, honest feedback. This includes that associates complete assigned actions on by required deadlines.

Skills and Experience

• Minimum 12 years' overall experience and at least 7 years of people management experience with an emphasis on business unit leadership experience assuring customer retention, satisfaction, performance, and profitability of business.
• Must have experience as a TRIMEDX Vice President, or equivalent external experience.
• Extensive experience in field operations, clinical engineering, and biomedical field required.
• Strategic capabilities in financial planning, budgeting, resource allocation, workforce planning and analysis, business process improvement.
• Experience in developing and building strong client relationships and building a customer centric organization.
• High ability to utilize technology and knowledge of Microsoft Office applications.
• Proven experience partnering with support teams, subject matter experts and working collaboratively to prioritize and deliver solutions to achieve strategic goals and deliver on client satisfaction and customer delivery.
• Strategic leadership skills to execute initiatives, influence stakeholders and drive integrated objectives across the organization.
• Conflict resolution and team building skills with the ability to mentor and develop others.
• Continuous improvement process development skills such as, but not limited to lean six sigma and root cause analysis.
• Strong written and verbal communication skills including excellent presentation skills.
• Overall, strong executive presence and ability to lead others.

Education and Qualifications

• Bachelor's degree or equivalent experience is required. A Bachelor's degree in management, engineering, or technological related field is ideal.
• Master's degree is desired, and an MBA is preferred.