Operational Excellence Manager

OPERATIONAL EXCELLENCE MANAGERCarestream Health,  Rochester, NY

The Company

Carestream Health, Inc., formerly Eastman Kodak Company’s Health Imaging Business is an internationally recognized provider of medical and dental imaging systems, healthcare information solutions; molecular imaging systems; and non-destructive products.

ONEX, one of Canada’s largest corporations, acquired the Eastman Kodak’s Health Imaging Division in a multi-billion-dollar transaction in May 2007. Upon closing, the business began operating as Carestream Health, Inc., an independent subsidiary of ONEX Corporation of Toronto. Prior to becoming Carestream Health, Kodak’s Health Group recorded 2006 revenues of more than $2.5 billion.

Carestream Health has approximately 7,500 employees, serving tens of thousands of customers in more than 150 countries.

Carestream Health’s many success stories include:

• Products and services from Carestream Health are present in 90% of hospitals worldwide.

• Owning more than 1,000 patents for medical and dental imaging and information technology.

• Selling nearly two out of every five computed radiography (CR) systems in the U.S. and Canada, and being the only company that designs, manufactures and sells both CR and DR (digital radiography) systems.

• Gaining share in the healthcare IT solutions market and building an installed base of more than 1,100 systems worldwide.

• Carestream Health worldwide headquarters is located in Rochester, New York.

Position Overview

This outstanding opportunity in global remote technical services/field operations/technical support within our Medical Solutions organization is based in Carestream’ corporate headquarters in Rochester, NY.  This exciting role is responsible for driving the major operational improvement initiatives across a 1,000+ person, $350M service business that operates around the globe.

The key to our operational improvement is the implementation of a state-of-the-art remote service program, which has an enormous opportunity to improve customer satisfaction and efficiencies via remote service. This role will drive efforts across the entire value chain including R&D, product development, remote infrastructure, call centers, and remote support centers.

In addition, this individual will coordinate an effort across all business units within Carestream Health to evaluate the opportunities to leverage operational platforms.

Carestream Health has diverse business across the medical diagnostic, dental, and pre-clinical markets. Currently, there are a number of different service organizations operating across these spaces with different platforms (IT, location, process). This role will coordinate an effort across all the businesses to evaluate the platforms and develop a roadmap for leveraging the platforms for the benefit of all businesses. The evaluation will be presented to the CEO.

This is a full-time, regular position, not a consulting role.  Carestream Health offers very competitive compensation including excellent employee benefits and a great work environment.  You must be authorized to work in the United States; company sponsored immigration is not offered.  Relocation assistance is available for qualified candidates.

Responsibilities

This initiative includes driving the following:

• Develop long-term roadmap for remote features (on-line chat, one-touch to open a service call, etc) and work with commercialization processes across business lines.


• Develop strategy for reporting and interfaces to be used by call centers and service engineering.


• Develop strategy for data privacy compliance and drive requirements into R&D and commercialization processes.


• Creation of appropriate operational metrics.


• Unified approach to using our systems to track remote connectivity and service.


• Develop worldwide standard for connectivity approach.


• Coordinate development of training packages and follow progress of training roll-out in the regions.


• Lead cross-functional teams to redesign call-handling process to focus on solving calls remotely.


• Develop and track implementation of incentives and pricing policies to encourage remote connectivity.


• Develop internal communication package for remote connectivity.


• Scope size of opportunity and effort to drive connectivity on a regional basis.
  
  

Qualifications/Skills:

• 10+ years of related experience, of which at least 5 must be in a leadership role driving operational improvement initiatives across a large, global, matrix, remote technical services/field operations/technical support environment.

• Ability to work with global teams across R&D, service, finance, and IT departments.

• Ability to lead and motivate teams of highly technical professionals.

• Must have a track record of driving change, process improvement, project management, and managing global remote/field/technical operations.

• Must be able to define and communicate a vision for new processes.

• Develop and track project timelines and identify resource and organizational gaps to meet the plans.

• Ability to understand the technical capabilities/limitations of service systems, remote infrastructure, and product platforms.

• Understand the business and financial flows for service.

• Ideal candidate will have operational and commercialization experience with a technical background.

• Bachelors Degree; MS a plus.

• Six Sigma or other related training a plus.

• Ability to travel, domestic and international.