Maleni Vidal

Area Service Manager

GE Healthcare

Feb 2023 - Current (3 years 3 months)

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Service Operations Coordinator

BDI

Jun 2021 - Jan 2023 (1 year 8 months)

Responsible for the implementation and standardization of processes, activate cost reduction initiatives, and generate growth & simplification strategies. Review and analyze key business metrics, take note of concerning trends and implement corrective action plans. Development of service budget and forecast. Generate a services portfolio according to market needs. Revenue, billing, and contract penetration follow-up. Participate in sales opportunities, such as contract renewals and revenue programs. Monitoring of spare parts process end-to-end. Maintain trunk stock and local inventory according with business needs. Keep updated the installed base. Preserve and manage Quality System.

Service Operations Specialist

GE Healthcare

Oct 2020 - Jun 2021 (9 months)

Work with appropriate teams to evaluate, qualify and determine corrective action and follow-up. Analyze and determine potential sources and plan programs to meet business needs. Responsible for improving ETTR, MTBF & FCR performance. Lead digital tools implementation and customer’s training, such as iCenter & MyGEApp. Work on projects following Lean methodology focused on generating operation savings, such as reduction of penalties on government service contracts.

Customer Service Specialist - Key Accounts

GE Healthcare

Jun 2019 - Sep 2020 (1 year 4 months)

Coordinate field engineer’s agenda and services requests synchronization for preventive and corrective maintenances. Maintain daily communication with customers to ensure resolution and proper follow-up. Perform installations forecast and ensure alignment with functional areas. Analyze failures modes to improve service efficiency. Get involved in escalation process to resolve service delivery issues. Improve on demand order process.

Services Intern - CCS

GE Healthcare

Oct 2018 - May 2019 (8 months)

Control and registration of service reports. Schedule service requests for preventive maintenances and ensure well-timed compliance. Perform registration and modification of installed base. Monitoring of accessories reparation process.

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