David A. Smith

Experience

• 

  GE Healthcare

  May 1996 - now

  Role expanded in Jan 2020 to cover the all USCAN and additional 5 HC (11 total) with 3 indirect HC.Role expanded in April 2018 to cover ½ the US, supporting West, South Central and Southeast zones operationally. Drove increased VCP, non-contract revenue, and customer experience KPIs. Added responsibility for managing 6 remote support headcount supporting over 400 field engineers (+5 indirect HC supporting an additional 350 engineers). Responsible for projects including cybersecurity, communication, connectivity, deployment & escalated customer issues. Met with C level customer executives to resolve service delivery gaps and maintain customer loyalty, decreased CSO span 50% for L1-L3 in 2019. Show less Ultrasound Modality Leader, and Dallas total team leader. Responsible for driving key service metrics, assisting in QPR delivery, and resolution of team issues. Delivered world-class service in support of 400 ultrasound systems. Executed on service sales and NCR opportunities. Developed relationships with key director-level hospital personnel, and leveraged to build partnerships for equipment purchases and service extensions. Championed install base field service assignments, business growth, and broadband connectivity contributing to contract portfolio growth in the DFW area. Show less Responsible for skill development of 600+ Field Engineers in the United States, Canada, and Latin America. Analysis of field skill gaps via customer, executive, & field input, strategic planning, design & program implementation driving improvements in SLA response time, time to repair, customer feedback scores, & external survey groups. Initiate development of new training content and implemented blended learning curricula through the LMS. Facilitate program implementation with Global counterparts in Asia-Pac & EMEA. Drive program execution with regional service managers, general managers, operations, and field service delivery leaders. Show less

  • Product Service Director

    Aug 2021 - now

  • Service Operations Manager

    Mar 2018 - Aug 2021

  • Zone Operations Leader

    Apr 2017 - Mar 2018

  • Field Service Team Leader

    May 2010 - Apr 2017

  • Americas Field Service Certification & Field Service Development Leader

    Jan 2005 - May 2010

  • Regional Field Service Manager

    Apr 2003 - Apr 2005

  • Field Engineer / Regional Support Engineer

    May 1996 - Apr 2003