Job Description Summary
The Strategic National Vendor Operations Specialist supports the execution and administration of customer service contracts for assigned national vendor operations. This role manages contract loading, installed base data accuracy, billing support, contract administration, and cross-functional issue resolution. Key responsibilities include maintaining accurate corrective and planned maintenance records, coordinating vendor services, and supporting timely case closure. The position partners closely with Service Sales, Field Service, internal operations teams, and customers to ensure contracts are entered accurately, billing is completed on time, and customer commitments are met. This operational role focuses on vendors at national level and individual customer support.Job Description
Roles and Responsibilities
Execute and manage customer service contract transactions, including additions, deletions, modifications, verification, and submission prework.
- Support billing accuracy and timely contract-to-billing handoffs for contract, non-contract, ODS, and vendor-related services.
- Maintain installed base and contract data integrity through audits, updates, corrections, and coordination with field teams and customers.
- Maintain customer and vendor equipment modifications at the local and national levels while supporting installed base accuracy.
- Oversee key operational workflows, including transaction schedules, inactive CMODs, capping defects, warranty conversions, new equipment warranty audits, and open PO reporting.
- Align with expanded Vendor Operations and Contract Management team workflows to improve efficiency.
- Coordinate vendor service activities, including service requests, corrective repair, and planned maintenance follow-up, closure, scheduling, OCA management, and local or national vendor contract processes.
- Partner cross-functionally with Service Sales, Field Service, Service Marketing, Commercial Solutions, ASL reviewers, and other stakeholders to resolve billing, contract, process, and data issues.
- Monitor system activity, reporting, and work queues to support service commitments, issue resolution, and operational visibility.
- Identify and support process improvements, standard work, and quality controls to improve consistency, compliance, and customer experience.
- Complete required Quality and Compliance responsibilities, training, reporting, and corrective actions in accordance with GE HealthCare policies and applicable requirements.
- Coordinate vendor on-site support for planned maintenance and corrective maintenance activities.
Required Qualifications
- Associate degree in Business Administration, Finance, Marketing, or a related discipline and at least one year of customer service experience; or high school diploma/GED and five or more years of customer service experience.
- High proficiency with Microsoft Office Suite applications, including Word, Outlook, Excel, and Access.
- Minimum of two years of experience working with Microsoft Excel.
- Ability to communicate effectively in the local language.
- Strong customer focus with a demonstrated commitment to customer satisfaction.
- Ability to work under pressure, manage competing priorities, and meet deadlines and commitments.
Desired Characteristics
- Experience supporting service contracts, order management, billing, installed base data, or contract administration in a healthcare, technology, or field service environment.
- Strong attention to detail and ability to identify data inconsistencies, process gaps, and opportunities for improvement.
- Demonstrated ability to collabor