General Electric Customer Satisfaction Leader in Reno, Nevada
GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
GE Power is a world leader in power generation with deep domain expertise that helps customers deliver electricity from a wide spectrum of fuel sources. We are transforming the electricity industry with the digital power plant, the world’s largest & most efficient gas turbine, full balance of plant solutions and our data-leveraging software. Our innovative technologies and digital offerings help make power and water more affordable, reliable, accessible and sustainable.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
The Customer Satisfaction Leader demonstrates accountability for functional, business, and broad company objectives within GE Power Services. In this role, you will be responsible for the profitability and customer satisfaction for assigned contracts and customer obligations; provide both service agreement and time and material program management; and interact with members of the customer service, parts and transactional services, field service, repair service, and/or other teams.
You will function as liaison between internal organizations and customers for assigned contracts, own the customer relationship, and contribute to the overall business strategy.
As the Customer Satisfaction Leader, you will:
Act as the single point of contact (SPOC) for customers
Foster and develop strong relationships with customers
Be responsible for customer portfolio Profit & Loss and growth
Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region
Oversee and manage the new unit (NU) warranty management system
Act as the interface with various external and internal stakeholders to maximize the value of our field service fulfillment and execution for customers
Be the direct access to all appropriate internal functions to support the customer
Support the work scope, pricing, and driving emergent work for major repair projects
Oversee Job Cost Estimator (JCE) proposals for assigned customers
Negotiate applicable concessions as they arise balancing maximum benefits / satisfaction for the customer with minimal acceptable financial impact to GE
Be responsible for updating Field Service Portal (FSP)
Bachelor’s Degree from an accredited university or college (OR Associate's Degree with a minimum of 8 years of experience in a customer facing role OR High School Diploma / GED with a minimum of 10 years of experience in a customer facing role)
Minimum of 5 years of experience in a customer facing role
- Ability and willingness to travel 50% of the time
Knowledge / experience within the power generation services, industrial or manufacturing industry
Experience planning and executing outages
Familiarity with Contractual Service Agreements
Strong quality background with Black Belt certification or equivalent quality certification
Strong leadership, financial and commercial skills
Team leader in a dynamic, energetic and proactive environment
Experience working with customer leadership teams
Demonstrated communication and organizational skills
Strong oral and written communication skills
Strong interpersonal skills
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Locations: United States; Connecticut, Delaware, Maryland, New Jersey, New York, Pennsylvania; Schenectady, Other
GE will only employ those who are legally authorized to work in the United States for this opening.