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Support Manager

  • GE Power
  • Experienced
  • Posted 1/23/2017 4:13:36 AM
  • 2801958
  • Job Function: Services
  • Business Segment: Power Digital
Location(s): United States; California, Georgia; Atlanta, San Ramon

About Us:
GE (NYSE: GE) is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. GE is organized around a global exchange of knowledge through which each business shares and accesses the same technology, markets, structure and intellect. Each invention further fuels innovation and application across our industrial sectors. With people, services, technology and scale, GE delivers better outcomes for customers by speaking the language of industry.

Predix is the world’s first and only cloud-based operating system built exclusively for industrial companies. It is now available for licensing externally beyond GE across a broad range of industries to manage and optimize both GE and non-GE assets. As the only industrial strength OS, Predix allows for familiar, frictionless connectivity, yet offers the security, regulation and certifications that industry demands. With 50 billion machines expected to come online by 2020, the Industrial Internet’s impact on GE, our customers and the world is tremendous. Everything is amplified on an industrial level. Bigger machines, bigger business, bigger issues, bigger opportunities.

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:
This position in the Software Solutions Support team is an excellent opportunity to be in a support manager role while working with the broader Power Digital Business. The qualifications for a successful Support Manager include system level understanding of the GE Suite of products aimed at power plant optimization, but most importantly, we are looking for an individual with solid working experience in Support operations, case management best practices & reporting and escalations management.

Essential Responsibilities:
The Support Manager will help our organization by implementing and improving our existing support processes: case workflows and reporting, customer communications, entitlement management, service level tracking and reporting, knowledge base development, cross functional information sharing and customer self service strategies.

The Support Manager will work with the global support team, regional project teams, customer success and engineering teams across Power Services, Digital and Customer organizations to build a-best in-class support function for GE software solutions.

The ideal candidate will have experience implementing and reporting on support processes, evaluating their effectiveness and adapting to changing requirements across multiple product lines. This will also require technical software support experience as a solid understanding of web based applications, cloud analytics platforms, database queries, and Java technology.

  • Review end to end current support processes and provide concrete plans to fill gaps, implement improvements, increase customer satisfaction, and achieve overall execution excellence for the Power Digital Support function.
  • Develop reports and dashboards on support operational metrics (case statistics, customer support status, SLA, system availability, etc.) that effectively deliver actionable insights and foster resolution by providing timely, accurate and relevant information.
  • Develop and drive requirements for ServiceNow and Customer Portal implementations
  • Implement and manage escalation and Critical Accounts processes
  • Develop a comprehensive internal and external communication strategy to keep our customers and stakeholders engaged and informed about Support processes and Case status
  • Coordinate notifications and planning for fixes, releases, maintenance and system outage activities both Cloud and OnPremise software solutions
  • Develop, implement, and track an end to end change control process across all environments and products
  • Design a holistic customer self service strategy to empower our customers and delivery teams
  • Develop product council operating rhythm across product owners to deliver quality and timely solutions to our customers.
  • Identify, analyze and drive improvement programs around systematic product & infrastructure failure points impacting customer experience and Support team productivity Manage and drive continuous Support team productivity improvements
  • Provide timely and proactive communications on significant issues and developments
  • Possible travel to customer locations in support of commercial teams or resolution of field issues

Basic Qualifications
  • Bachelor’s degree in engineering, computer science, or related field
  • 5 - 10 years in Enterprise Software Support, or Support Operations
  • 3 - 5 years process implementation, process documentation, process tracking/evaluating
Eligibility Requirements
  • 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.

Desired Characteristics:
  • Demonstrated ability to meet timelines, goals, and work independently
  • Excellent communication skills, both written and oral
  • Strong SQL query skills to quickly determine where issues are happening and uncover their root cause
  • Experience working with and helping customers
  • Experience working in a complex matrix environment influencing prioritization and results
  • Personal accountability and resiliency to own and drive issues through resolution
  • Strong oral and written communication skills, ability to quickly analyze technical information and summarize it to address different audiences: engineering, customers and executive management
  • Strong interpersonal and leadership skills
  • Experience working with power plant employees and the power generation segment
  • Quickly Learns & Understands business objectives and drives specific tasks required to meet the objectives
  • Understands GE's products, capabilities and limitations in sufficient detail to be able to solve customer issues in a timely manner
  • Customer-first attitude / One GE attitude. Measures processes and performance through the customer's eyes.
  • Works proactively with all team members to share knowledge
  • Displays good interpersonal skills - is accessible and approachable
  • Anticipates customer needs and ensures that they are met
  • Communicates messages clearly and concisely
  • Builds loyalty and commitment

Locations: United States; California, Georgia; Atlanta, San Ramon

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.
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