Senior Services Engineer
- GE Digital
- Posted 7/26/2017 5:35:26 PM
- Job Function: Services
- Business Segment: Digital Commercial Professional Services & Support
Location(s): France, Italy; Paris
Lead design & build activities including system and configuration education (on-site & remote).
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.
You will work closely with the client to understand their needs and develop strategies tailored to their organization. You will lead and make standard recommendations on workflow, application, interface, reports, testing and uploads to customers through the implementation process. This role is responsible for activation readiness and support as well as post-activation checkups and will be required to work collaboratively with internal team members and clients to ensure customer satisfaction.
In this role, you will:
May serve as product Subject Matter Expert (SME) for complex functional issues as needed, especially related to installation and upgrades to new features
Serve as the customer point of contact for application assignments
Present product knowledge and system design options to clients’ while providing industry relevant examples and experience-based solutions on an extemporaneous basis
Collaborate and support development of testing plans strategies and execution as well as support all customer testing activities including issue resolution and troubleshooting guidance.
Collaborate on the user interface design with service engineer and provide functional product expertise as needed, acting in a consultative capacity to deliver the right solutions to clients.
Actively engage with the customer throughout the implementation process, including project kickoff, development and prioritization of project goals, project team selection and review.
Provide clients with best practice suggestions for key implementation decisions, workflow design, system set-up, preload planning, determination of go-live readiness, custom workflow training, go live support and post-live follow up, including contingency plans (as needed)
Coordinate implementation activities within their product expertise and communicate effectively with external clients as well as internal teams.
Lead and facilitates current state, future state, and gap analysis sessions with the customer project team
Participate, as required, in New Product Introduction (NPI) process and improvement of processes, implementation methodology and product efficiency.
Manage continuous improvement efforts regarding the development of tools and processes that support our implementation deliverables
May serve as a mentor for other members of the GE project team on complex, integrated customer implementations
Bachelor’s Degree or equivalent (defined as High School Diploma/GED and minimum 7 years relevant experience)
Ability to self-direct projects through an implementation
Ability to take direction from both Management and Project Managers overseeing the projects you are assigned.
Ability to prioritize multiple tasks and responsibilities, while maintaining a high level of quality service and professionalism.
Ability to interact confidently with customers from end users to executive suite.
Strong organizational, verbal and written communication, interpersonal, problem solving and presentation skills.
Proven excellent customer facing experience
Strong spoken and written English language skills
Anticipates potential risks and obstacles and resolves proactively in order to ensure smooth project delivery. Maintains high levels of customer satisfaction across all projects. Addresses customer concerns quickly and effectively; at times, anticipates customer concerns before they become issues.
Leverages knowledge of market and customer segment in order to establish further credibility in the eyes of the customer. Acts in a consultative capacity and is provided access to key decision makers throughout the customer account. Establishes strong relationships with key decision makers and other leaders at multiple levels within customer organization.
Plans and facilitates collaborative discussions with client and others within GE to identity and prioritize client's overall business needs
Understands when and when not to depart from the standard provision of deliverables. Implements scalable systems according to governance and standards guidelines/boundaries, collaborating with others as necessary.
Helps team members understand their contributions in support of the broader direction.
Serves as a mentor to newer team members in support of business goals and objectives and product development roadmap
Continuously measures the completion rate of personal deliverables and compares them to the scheduled commitments.
Adjusts information (e.g. level of complexity) and story to align with audience. Produces functional area information in sufficient detail for cross-functional teams to utilize, using presentation and storytelling concepts.
Ensures balanced perspective on customer/function needs vs business goals. Provides transparency into problem solving approach and options. Demonstrates ability to determine fair and reasonable outcomes with shared tradeoffs.
Possesses the initiative to cross boundaries and find solutions outside of immediate group.
Demonstrates ability to define requirements and collaborate on solutions, leveraging personal domain expertise and network of experts. Communication style encourages effective interaction with customer and cross-functional teams. Leverages knowledge of product capability to mitigate risk and drive desired outcome.
Engages with product related problems in a disciplined and rigorous manner.
Persists on completion of endeavors, especially in the face of overwhelming odds and setbacks. Pushes self for individual results and others through team spirit.
Increases client engagement to further drive the pace and focus required to achieve business priorities and uncover desired outcomes for both the customer & GE
Software skills in software analysis, design, and methodology
Training experience or strong knowledge of adult learning principles.
Demonstrated success in working with customers, vendors, and cross-functional teams.
Ability to work remotely and actively manage several concurrent customer engagements
Experience with GE Proficy products or comparable competitive products
Knowledge of GMP
Expertise in the manufacturing industry
Additional language skills (French, German, etc.)
Legal authorization to work in Europe & UK is required. GE may agree to sponsor an individual for an employment visa now or in the future if there is a shortage of individuals with particular skills.
Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen
Must be willing to travel up to 70 %
Locations: France, Italy; Paris