General Electric SWS Services Operations & Support Infrastructure Manager in Olympia, Washington
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 Energy Connections designs and deploys industry-leading technologies that turn the world on. We transport, convert, automate and optimize energy to ensure we provide safe, efficient and reliable electrical power. Uniting all the resources and scale of the world’s first digital industrial company, we connect brilliant machines, grids, and systems to power utility, oil & gas, marine, mining and renewables customers, that keep our world running. www.GEEnergyConnections.com.
Grid Solutions equips 90% of power utilities worldwide to bring power reliably and efficiently from the point of generation to end power consumers. With over 200 years combined experience in providing advanced energy solutions, our products and services enable more resilient, efficient and reliable power systems. For more information, visit www.GEGridSolutions.com
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . 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.
The Services Operations & Support Infrastructure Manager is responsible for driving the common objectives of the Global Customer Support Services team through resources hosted in the global team and in the regions, working closely with Support Engineering Leaders in Global Support Services and with Services Region Leaders.
In this role you will manage the global support infrastructure and internal services, develop and integrate processes that meet M&S business needs across the organization, supporting growth initiatives, long-term planning, and contributing to the overall M&S business strategy. Additionally, you will be responsible for providing timely operational metrics to SWS leadership.
In this role you will:
Drive Global Support Services organizational effectiveness through the development & implementation of converged M&S processes & tools.
Ensure consistent application of M&S process worldwide. Drive process training, awareness, adherence, and governance.
Manage global M&S IT infrastructure, tools and processes optimizing global business effectiveness (CRM, Customer portal, License and product distribution, …)
Coordinate & drive transformation initiatives focused on M&S efficiency and simplification.
Establish operational vision, identify and champion internal / external best practices and ideas to improve Customer Support Services fulfillment and quality. Lead continuous improvement programs on customer satisfaction and service delivery.
Participate in the development and implementation of growth strategies for M&S activities. Drive the definition of Support Services offering and pricing strategy in coordination with Segment Leaders and GE Digital.
Build standard M&S proposals that support the business strategy and provide the suitable contractual protection.
Support Services regional leaders on strategic opportunities, customer satisfaction, technical expertise and resource related topics.
Work in concert with Segment Leaders and Marketing team to develop M&S S1 and S2 plans, and manage global support organization operating budget
Work with the Segment leads and Product Development to track and manage costs related to defect resolution, drive associated continuous improvement initiatives, communicate priority customers / defects, track backlog and drive backlog reduction initiatives. Support key transformation actions to drastically reduce Product Support costs.
Collect and maintain financial data associated with SWS M&S business (Revenue, Orders, CM%, Utilization) and the ongoing measurement against Operating Plan. Work closely with Finance to implement and maintain the GSO financial model as well as the M&S contract cost structure, focusing on productivity and competitiveness improvement
Coordinate and drive M&S global operating rhythm and KPIs reporting. Use disciplined approaches to monitor team progress via effective information dashboards for support performance against SLA, resolution time and customer satisfaction.
Represent SWS Customer Support Services in all internal & external process audits
Promote GE values and integrity to all levels in the organization Qualifications/Requirements: Basic Qualifications:
Bachelor’s degree from an accredited university or college
Strong background on Support Services, typically 5+ years of experience managing customer services in a software businessEligibility 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:
Foster a culture of customer focus and drive high performance Support Services fulfillment through continuous engagement.
Demonstrate mastery of the intricacies of interactions and dynamics in global teams. Assure consistent, effective rhythms for collecting data and publishing metrics.
Navigate through ambiguity, prioritizes conflicting asks and shows ability to adapt to changing situations.
Demonstrate strategic level skills in collaborating with different stakeholders, Influencing decisions and an ability to take strategic view.
Creates and enforces general operational principles that capture the vision and critical concerns of Executive Leadership.
Identifies inefficient processes.
Appraises and articulates the value of what is most important to the customer and how GE products and/or services can meet those needs.
Addresses all customer concerns/issues in a timely and satisfactory fashion.
Proactively identifies and removes obstacles or barriers on behalf of the team. Navigates accountability in a matrixed organization. Communicates and demonstrates a shared sense of purpose. Learns from failure.
Establishes & communicates team members' roles in relation to their function and data. Shares knowledge, power and credit, establishing trust, credibility, and goodwill. Coordinates role responsibilities with that of others to achieve mutual goals. Encourages groups to work together to efficiently resolve problems. Proactively coaches and/or mentor’s others to improve their contribution to the team. Fosters relationship building between team members and those outside the team. Works with others to achieve goals without regard to band/title. Identifies gaps in roles on teams, and is recognized for growing and distributing talent pools across the organization.
Influences through others, including by use of experts or other third parties. Builds direct and "behind the scenes" support for ideas. Foresees downstream consequences and effectively tailors communication strategy to support a positive outcome.
Persists on completion of endeavors, especially in the face of overwhelming odds and setbacks. Pushes self for individual results and others through team spirit.#DTR
Locations: United States; Colorado, Florida, Washington; Redmond, Melbourne, Denver
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www1.eeoc.gov/employers/upload/eeocselfprint_poster.pdf . 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.
GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.