Josh Hanna
Www.linkedin.com/in/JoshMHanna,WI
Summary
- Dynamic Operations & Service Visionary
- C-Suite Influencer
- General Manager
Overview
24
24
years of professional experience
Work History
Vice President, Remote Health Systems
Novir
Milwaukee, WI
01.2022 - Current
- Working to transform drug testing by leveraging new saliva-based toxicology capabilities, remote telehealth technologies, and a truly digital chain of custody
- Product managed all aspects of business creation: market research, business development, product definition, technology, production and fulfillment, customer support, compliance, and assisting with investors
- Created a new customer support organization featuring an onboarding team, call center, and account management specialists. This included developing standard procedures, technology, and training for a growing team to handle the anticipated 3000+ weekly calls.
Vice President, Digital Service
GE Healthcare
Milwaukee, WI
01.2017 - 01.2022
- Led 230-person global organization; oversaw technology project portfolio to improve customer outcomes, as well as growth and margin for GE’s $5B service business
- Championed a new premium service offering with predictive analytics and AI which required deep process understanding, custom and platform software development, cloud migration, global implementation, and customer launch. The new offering generated an additional GE revenue stream of $16M per year
- Designed and implemented best-in-class technology to connect 320,000 medical devices to gather machine data, transport it securely to the cloud, and use advanced analytics to generate actionable insights
- Developed cost productivity project portfolio leveraging Lean/Six Sigma and operations expertise; delivered $5M.
- Ensured all digital service platforms met compliance, quality, cyber security, and regulatory requirements.
General Manager, Global Customer Service Technology
GE Healthcare
01.2013 - 01.2017
- Architected a 140-person global software development organization to create more effective remote service applications to delight customers, while differentiating GE core service offerings in the marketplace
- Championed strategy for a new $25M multi-year investment in remote service customer capabilities, doubling GE’s commitment to its remote service strategy and enabling 186% headcount growth
- Pivoted technology strategy and project portfolio to develop a new global call center technology platform leveraging connectivity, machine data, new workflows, predictive analytics, and improved visualizations to better serve customers
- Achieved positive ROI on investment by delivering both growth and cost productivity.
Director, Americas Region Customer & Technical Support Operations
GE Healthcare
01.2009 - 01.2013
- Managed a $500M diagnostic imaging service business in the Americas region
- Led multiple operations teams: service engineers, remote service engineers, customer support call center operations, design engineers, field training leaders, and product experts responsible for customer escalations
- Drove design for serviceability engineering product requirements to improve product quality
- This decreased service calls 19%, saving GE $4.4M
- Spearheaded a project to improve customer technical support wait times by 33%
Six Sigma Master Black Belt/Operations Manager – Multivendor Service
GE Healthcare
01.2005 - 01.2009
- Guided a team of “At The Customer/For The Customer” black belts driving improved customer outcomes
- Executed project portfolio that delivered $3M+ revenue and productivity gains.
Account Management Team Manager
GE Healthcare
01.2002 - 01.2005
- Oversaw a team of 25 field engineers to improve billing accuracy at GEHC’s largest customer
- Contributed $5M of incremental revenue
- Executed inventories of all imaging equipment in 205 US hospitals
- Conducted customer negotiations with 175 customer CFOs to reconcile each hospital bill.
Marketing Manager
GE Healthcare
01.2000 - 01.2002
- Managed staff of 4 executing market research and forecasting projects to help set business strategy.
Education
Master of Business Administration (MBA) -
Cornell University
Bachelor of Arts (AB) -
Princeton University
Skills
- Operations Management
- Customer Service/Account Management
- Results-Driven
- Business Growth and Marketing Strategies
- Innovation Management
- Cross Functional Global Leadership
- Coaching and Mentoring
- Technology Development and Management
- Lean Six Sigma/Process Excellence
- P&L Ownership
Career Headlines
- Led entrepreneurial start-up effort developing a new product to transform drug testing by leveraging new toxicology capabilities, virtual telehealth technologies, and the first truly digital chain of custody. Business is projected to hit $1-2M in 2024.
- Drove GE’s digital service transformation; achieving $25M of top-line growth and $70M of productivity. This included working across complex, regulated, global organizations to connect 320,000 devices to the cloud, and to launch analytics-based technology platforms enabling new customer support capabilities.
- Leveraged Lean/Six Sigma and operations experience to drive productivity and process improvement projects yielding over $100M in savings in my career.
- Perennially ranked as a top performer with an innate desire to engage, coach, stretch, and grow others; consistently achieved world-class engagement scores across all leadership roles.
- Awarded GE Healthcare’s coveted Star Leadership Award. This Award is given for demonstrating inclusive & motivating leadership and requires nominations from the Leader’s direct team and senior leadership.
Affiliations
- Hobbies: Physical Fitness, Photography, and Maple Sugaring
- Volunteerism: GE Elfun Network, Lombardi Cancer Walk, and Mentoring
- Selected for GEHC’s coveted Star Leadership Award for demonstrating inclusive & motivating leadership.
- Chair of GEHC Milwaukee Cancer Walk Fundraiser, raised $90K
- Certified Six Sigma Master Black Belt
Timeline
Vice President, Remote Health Systems
Novir
01.2022 - Current
Vice President, Digital Service
GE Healthcare
01.2017 - 01.2022
General Manager, Global Customer Service Technology
GE Healthcare
01.2013 - 01.2017
Director, Americas Region Customer & Technical Support Operations
GE Healthcare
01.2009 - 01.2013
Six Sigma Master Black Belt/Operations Manager – Multivendor Service
GE Healthcare
01.2005 - 01.2009
Account Management Team Manager
GE Healthcare
01.2002 - 01.2005
Marketing Manager
GE Healthcare
01.2000 - 01.2002
Master of Business Administration (MBA) -
Cornell University
Bachelor of Arts (AB) -
Princeton University
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