Roslyn Crawford

GE HealthCare is a leading global medical device and digital solutions innovator, holding dominant market share across the competitive Patient Care, Ultrasound and Diagnostic Imaging market. Responsible for creating and driving revenue growth for the Service franchise, a $147 million (USD) business. The Service franchise has grown over 23% percent in yearly revenue since 2018. Being key strategic business partner to the ANZ Segment Leaders working collaboratively to develop, communicate and drive the growth across all business units.

Some key responsibilities in my current role are:

• Achieve the budgeted revenues on an annual basis for all service contract and non-contract revenue streams
• Optimizing the use of resources to achieve our commercial growth objectives
• Driving profitable service contract and non-contract revenue growth for GE HealthCare, while ensuring a positive end to end experience for our customers
• In collaboration with the Service leadership team, construct the vision, commercial and operational tactics to develop a strong service contracts team, across the various product modalities to deliver an outstanding customer experience
• Lead and participate in local, regional and global initiatives and projects over and above the role as needed or required to help drive culture, quality and velocity for our front line teams. Continuously striving to win together and have fun together
• Set team objectives to manage the allocation of work and ensure productivity is optimised
• Coach team members to drive overall accountability, ownership and pacing for their opportunities
• Act as the escalation point from the senior team members for pricing approvals for maintenance Service Agreements and Point-of-Sale service quotes included in equipment deals
• Provide and facilitate coaching, training, and support, including team development for all members of the Service Contracts team to improve their negotiation and communication skills
• Collaborate with peers in the Service Organisation, Functional teams and Sales Leadership teams to drive and execute on key business priorities and drive a customer first approach to resolving issues
• Manage professional relations with key customers (private/public/corporate mix) to deepen understanding of customer challenges and needs
• Ensure customer issues and enquiries are prioritised for resolution
• Provide oversight to the team, to maintain customer records, profiles, account records and all interactions with customers in our CRM tools
• Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification
• Ensure that compliance to all GE HealthCare policies and procedures is adhered to at all times
• Leverage global/regional best practices, tools and new business models to accelerate commercial activation of programs.

• Leading ultrasound product demonstrations and sales support in various hospitals, clinics, private practices and other medical facilities within Australia and New Zealand
• Maintaining strong customer engagement, support and training are paramount, with the role requiring strong interpersonal and communication skills
• This role demanded work across various locations throughout Australia and New Zealand, requiring flexibility in standard work hours to suit the customer’s needs
• Coordinated training sessions for both customers and staff

Other responsibilities included:

• Achieving sales targets for hybrid role
• Serving our customers as a subject matter expert on our offerings, understanding the needs and challenges of customers
• Identify and engage key opinion leaders within the ultrasound and customer communities to advocate for our products and services
• Develop and maintain relationships with KOLs through regular communication, advisory meetings and collaboration on educational initiatives
• Plan, coordinate and execute educational events, workshops and symposiums
• Manage aspects of event logistics whilst working closely with marketing, but including agenda development, speaker recruitment and promotional activities
• Ensure seamless execution of events to enhance attendee experience and drive engagement

Responsible for the provision of formal technical and clinical training to public and private hospitals, as well as private practices throughout Australia and New Zealand. The role demanded differentiate solution offerings, convey compelling value opportunities to health care providers, quantify the needs of these customers and efficiently respond to their desires.

• Duties involved performing various ultrasounds, such as abdominal, obstetric, gynecological, small parts and musculoskeletal imaging
• Additionally, responsible for staffing rosters, organizing system preventative maintenance services, and updating maintenance logs, as well as monitoring inventory
• Mentoring for new trainee Sonographer’s, which required formal assessments and training program planning. The role required me to assess staff members, provide feedback, conduct meetings, and lead the team by example.