About Us: 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. 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: The GE Power Digital Customer Engagement (DCE) team orchestrates targeted, seamless online customer experiences that allow customers to learn, engage with, and purchase from GE. The digital customer experience team supports the broader P&L digital marketing teams, our HQ strategic marketing team, DCE, and sales with unifying and delivering a consistent digital secure experience for customer tools & applications.
Essential Responsibilities: You will be responsible for providing IT leadership and strategy for “best-in-class” customer support for digital marketing secure experience initiatives across GE Power. This position will own customer service and drive the overall customer support strategy for our secure experiences. You will be expected to leverage new technologies and analytics to improve the digital experience, and to provide technical leadership and mentoring to support engineers on the team to help develop their domain expertise and execution.
In this role, you will:
Review end-to-end support processes and provide concrete plans to fill gaps, improve & streamline IT processes, increase customer satisfaction, and contribute to overall customer success
Design, implement, and track a holistic customer self-service strategy to empower our customers, including comprehensive documentation of customer support process.
Provide timely and proactive communications on critical issues and developments
Develop, define and report on KPIs/metrics, including operational metrics, case statistics, and customer surveys using Tableau and other tools.
Lead the resolution of customer issues occurring within the secure experience tools & applications
Grow understanding of customer tools and applications, including relevant customer & install base data to better support existing customers
Interface directly with customers to triage application-related issues and drive prompt resolution by working with cross-functional business teams
Leverage best-in-class technologies & customer experience analytics data to improve the digital experience for customers
Manage the team supporting the day-to-day customer registration and resolution of basic access issues/questions
Support key customer and user group conferences to provide live support, register customers and promote awareness of our digital tools & applications
Partner with business teams to manage & communicate scope, deliverables, dependencies, risks/contingency plans against business goals/KPIs & stakeholder expectations
Manage multiple, competing priorities and demonstrate collaboration skills to influence at all levels
Serve as the single point of contact for the customer in all support needs.
Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math)
A minimum of 5 years of professional experience in Information Technology OR Master’s degree with 3 years of experience
A minimum of 3 years in Customer Support and Service
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 Atlanta, GA
Knowledge of GE’s Predix platform
Demonstrated ability to develop best-in-class visualizations (Tableau preferred)
Demonstrated customer focus – evaluates decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint and partners with customers to help shape their future initiatives
Ability to manage to aggressive deadlines while staying true to strategic outcomes
Ability to understand and communicate complex business, and technical issues clearly and accurately
Outstanding project management skills; demonstrated ability to motivate colleagues and deliver on-time and on-budget
Ability to translate vision/mission into actionable, quantitative plans
Ability to work with varying levels of internal stakeholders and external vendors
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