Business Segment: Digital Commercial Professional Services & Support
Location(s): United States; Michigan; Van Buren Township
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.
At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we live in. At GE, we believe it’s about the future of industry—energy, healthcare, transportation, manufacturing. It’s about making the world work better. GE is transforming itself to become the world's premier digital industrial company, executing critical outcomes for our customers. Explore how you can drive greater asset reliability, lower operating costs, reduce risk and accelerate operational performance with our Predix platform and software solutions.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. 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.
Role Summary: Services Director is a key member of the professional services leadership team. In this role, you will be responsible for the strategic leadership and development of a team of professional services resources responsible for complex product implementations and/or upgrades.
You will be expected to execute on strategic objectives, build executive level relationships with customers, and work cross functionally with sales and services leadership to drive the implementation process, maximizing efficiency and delivery execution.
Participate in zone/product leadership team forums, contributing to strategy development and achievement and execution of strategic goals and objectives.
Build executive level relationships with customers during net new product implementations and ensure executive level expectations are met throughout the project.
Work closely with professional services leadership to implement and execute consistent implementation methodology and one project governance approach.
Lead internal mechanisms to track, monitor and ensure quality execution of all critical project related activities.
Lead efforts to ensure efficient and optimal staff utilization during all project related activities.
Work closely with commercial leaders to facilitate net new deal signings and IB add on sales.
Meet all revenue and expense targets defined for assigned geography and/or product.
Drive incremental revenue through identification of service and product opportunities during the sales cycle.
Drive continuous improvement in all installation and upgrade work processes, striving for tighter integration across both work streams.
Facilitate consistency and a coordinated approach to strategy, design, development and implementation of services organizational structure, culture, roles/responsibilities, performance metrics and tools.
Own and drive orders backlog, services revenue and managing other variable costs.
Ensure the execution of repeatable processes. Building and sustaining an installed based customer strategy in support of the sales and service channels.
Deliver executive presentations to provide insight and understanding of customer issues and status to senior management and customers.
Provide proactive leadership of direct reports to include ongoing direction, coaching, and career development.
Optimize resources & manpower deployment to achieve OP & productivity targets for product specific business segment.
Proactively identify customer needs and develop and implement customer specific solutions.
Leverage internal relationships to enhance business performance and customer experiences.
Act as main point of contact for assigned portfolio, ensuring customer’s ongoing satisfaction (including gathering client VOC and funneling to appropriate internal teams).
Handle escalations for critical service and support issues for installed/live products.
Work with appropriate internal and external stakeholders to drive escalations to closure by facilitating internal communication and ensuring internal processes are leveraged.
Develop knowledge of customer business goals, processes, and success measures to act as internal resource of information about the customer (e.g., contact information, overall customer temperature, “hot” issues).
Forecast and track revenue generated from assigned customers and work collaboratively with the GE sales organization.
Bachelor’s degree and 7+ years of experience in software services, or equivalent (defined as: High School Diploma/GED and 11+ years progressive experience in software services).
5+ years of experience leading software services teams with 5+ direct reports
4+ years customer relationship management experience.
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job
Must be willing to travel as needed
Must be willing to work out of an office located in the Digital Hub in Michigan
Ability to develop and execute multiple priorities and approaches to meet objectives
Experience working with senior leaders, including accountability for customer satisfaction and/or issue resolution
Strong track record working in cross-functional teams.
Demonstrated ability to train/mentor peers
Prior project or technical leadership experience and exceptional interpersonal skills
Strong written and verbal communications skills with the ability to communicate complex technical issues in an easy to understand manner.
Ability to handle multiple situations at once, requiring strong work ethic, ability to prioritize workload, and a consistent deliver on targets.
Strong interpersonal and negotiation skills, with a high degree of self-motivation and an ability to influence others
Experience interfacing with both internal team members and external customers as part of a solution based service process.
Change agent and process oriented with the ability to drive improvements in efficiency
Experience using TCP/IP networks, communications and associated tools
Experience in VM environment setup and operating system optimization
Multiple platform development / support experience (Windows, IBM-AIX, HP-UX, HACMP, Linux, SunOS).
DBA Certification (Oracle, Microsoft SQL); HL7 Certification; MCSE, CCNA certified
Knowledge of Windows Terminal Server and Citrix.
Locations: United States; Michigan; Van Buren Township
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