Location(s): United States; California; Pleasanton
About Us: ServiceMax from GE Digital is a leading industry provider of field service management software – an estimated $25 billion market worldwide. The company continues to reimagine and create solutions for the 20 million people globally who install, maintain, and repair machines across dozens of industries as the leading provider of complete end-to-end mobile and cloud-based technology for the sector.
ServiceMax brings together the right data at the right moment to delight customers and drive business results at the crucial point of service. We’re rethinking field service, and delivering cutting edge technology to help companies perfect service delivery, drive revenue and growth, and delight customers. Come be part of our innovative team!
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: As a Services Consultant -ServiceMax, you will work closely with the client to understand their needs and develop strategies tailored to their organization. You will also collaborate and make standard recommendations on workflow, application, interface, reports, testing and uploads to customers through the implementation process.
Essential Responsibilities: This role will participate in 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:
• Lead some design & build activities including system and configuration education (on-site & remote). • May serve as product SME for some 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 pratice suggestions for key implementation decisions, workflow design, system set-up, preload planning, determination of go-live readiness, custom workflow training, golive 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. • Participates in 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. • Participate in continuous improvement efforts regarding the development of tools and processes that support our implementation deliverables • Exhibit strong communication and organizational skills
• Bachelor’s Degree or equivalent (defined as High School Diploma/GED and minimum 5 years relevant experience) • Up to 3 years’ software implementation and/or Business Consulting 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 30% • Must be willing to work out of an office located in Pleasanton, CA
Desired Characteristics: • Experience leading software implementations with one or more Customer Relationship Management Solution (such as Oracle, SalesForce.com, SAP, Siebel or other CRM software). Configuration experience desired • Salesforce Certifications: Administration Essentials for New Admins (ADM 201) or Platform App Builder Certification (DEV 401) • Can recognize when code would be required instead of configuration • Experience with field service operations or management, including experience with customer service management and call center support a big plus • Solid understanding of software operating systems and ability to work comfortably with software engineers • Demonstrated ability to adapt and learn quickly in a fast-paced, multi-tasking development environment • Must be able to “think on your feet” and demonstrate a strong ability and initiative to learn
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