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Director of Support & Operations

  • GE Power
  • Experienced
  • Posted 1/24/2017 4:12:18 PM
  • 2825947
  • Job Function: Services
  • Business Segment: Power Digital
Location(s): United States ; California, Georgia; San Ramon, Atlanta

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:
There is an exciting opportunity in the Power Digital Customer Success Organization to lead the Customer Care team. The Director of Support requires a system level understanding of the GE Suite of digital solutions aimed at power plant optimization and performance. This role will define and implement a customer, software & platform support strategy including, but not limited to, customer case management, software provisioning, analytics platform monitoring and data validation.

Essential Responsibilities:
The Director of Support will define and build a best in class support operation by implementing the people, processes and technology required to support our growing customer base. This will include partnership with various organizations within Power and Digital, as well as partners to seamlessly deliver the solution to our customers. The ideal candidate will have experience building and running a global support organization, experience supporting SaaS products, and a deep working knowledge of best in class support processes and metrics.

In this role, you will:
  • Drive cost management, vendor management, and operations management.
  • Focus on best practice support metrics, productivity and execution excellence. The candidate must have relevant operations experience, where they have built global support functions.
  • Review current support organization and processes and develop a plan to implement a sustainable and cost effective support strategy for our increasing customer base.
  • Work with leadership team to identify, communicate and provide ongoing support of clear leadership vision and objectives, ensuring they are fully understood by all of the Customer support analysts.
  • Ensure a library of support KPIs to measure customer support analyst performance and customer happiness
  • Work with our customer success team to ensure successful customers and high NPS ratings
  • Provides management-level direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs.
  • Works with internal team members to identify opportunities to build efficiencies within the organization.
  • Manages stellar coordination and communication activities with customers, regional project teams, and customer success leaders about any planned and unplanned outages, fixes or release capabilities to be delivered, including their full impact and timing
  • Drives the implementation of a best in class case management and support operations infrastructure that enables scale and world class execution resulting in optimal customer response and satisfaction with our support services
  • Partner with Customer Engagement Managers on individual accounts during escalations
  • Provide timely and proactive communications on significant issues and developments
  • Set and report on goals and performance metrics on a weekly, monthly and annual basis
  • Responsible, as a consolidated escalation point, for overall customer solution support
  • Participate in annual budget planning for the global support organization to enable goals of the Customer Success Organization
  • Drive continuous improvement across organization
  • Lead a team of highly technical support engineers to provide an exceptional customer experience
  • Enhance existing support strategies and develop new strategies to improve customer experience and contact deflection
  • Determine appropriate staffing models to meet business goals
  • Hire, mentor and coach team members to increase their effectiveness as well as employee engagement
  • Work cross functionally to modify processes and tools to improve quality of services and the customer experience
  • Manage and diffuse escalations within expected time frames
  • Manage all aspects of software upgrades from a support perspective
  • Serve as the support operations leader for commercial software & analytics offerings
  • Set and report on goals and performance metrics on a weekly, monthly and annual basis
  • Responsible, as a consolidated escalation point, for overall customer solution support

Basic Qualifications
  • BS Degree in Computer Science or related field, or equivalent experience
  • 10+ years of total experience in technically complex product support environments, including software development lifecycle
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.
  • Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.
  • Must be willing to travel
    Must be willing to work out of an office located in San Ramon, CA, or Atlanta, GA.

Desired Characteristics:
  • Maintain effective working relationship with customers/users, stakeholders, vendors and partners
  • Partner with shared technical and business resources (Engineering, Call Centers, COEs, IT) to effectively support solutions
  • Ensure timely, consistent and, accurate responses to client queries, escalations, concerns or complaints
  • Ability to lead teams (direct and indirect), set strategy, and execute plans with an operation focused mindset.
  • Partner with customers, engineering, product management, delivery teams to support commercial products and custom solutions, supporting Industrial Internet initiatives aimed at driving customer value and growth for the power generation services business units.
  • Drive improvements and initiatives in partnership with relevant stakeholders or business owners to resolve support issues, failures or adverse feedback from clients
  • Work as a business partner with client leaders and users to evaluate/improve business processes
  • Be recognized for thought leadership, continuous improvement and innovation in pursuit of world-class customer support
  • Experience with agile software development, cloud platforms, software integrations and analytics apps
  • Demonstrated operational management experience, with track record in developing scalable, highly engaged and successful technical support organizations
  • Extensive experience with case management systems, i.e. ServiceNow
  • Self-starter, curious, questioning and a proven track record of influencing solutions and driving initiatives at the executive and departmental levels
  • Superior communication skills (verbal and written) and well-developed presentation skills
  • Must be results-oriented yet poised, able to easily handle multiple conflicting demands of urgent nature, and effectively deal with ambiguity
  • Experience with delivering commercial platforms for industrial business in energy markets
  • Experience with power plant operations and management systems, trading & risk management systems
  • Entrepreneurial mindset, passionate about driving change/influence across cross functions
  • Proven client engagement capability at both executive and plant operator levels across diverse cultural environments
  • Demonstrated ability to lead, influence and achieve results in a highly matrixed environment
  • Ability to translate strategic direction into tactical deliverables
  • Strong technical (software & infrastructure) skills
  • Strong communication and interpersonal skills
  • Passionate about driving customer satisfaction and experience
  • Ability to work effectively in a matrix organization
  • Strong organizational and time management skills
  • People management and influence management
  • Personal accountability to own and drive issues to resolution across multiple teams
  • Strong oral and written communication skills
  • Strong interpersonal and leadership skills
  • Experience working with power plant employees and the power generation segment
  • 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
  • Customers determine our success
  • Learns and understands the business vision and openly and consistently follows it
  • 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
  • Measures processes and performance through the customer's eyes
  • Communicates messages clearly and concisely
  • Builds loyalty and commitment

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

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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