General Electric CBR Customer Care Manager in Charleroi, Pennsylvania
Job Description Summary
As the Customer Care Manager, you will be the key customer Liaison to the factory. You will be responsible to manage all customer warranty issues and help represent the Voice of the Customer to the factory by providing feedback to the team for continuous improvement. You will be responsible to receive, manage, and resolve all customer concerns and complaints, documenting the reports in the ACT and QCR system. This includes providing technical support when needed, identifying proper materials and resources needed for any repairs, managing repairs needed in the field, and the return and repair of equipment at the factory.
This role also will be responsible for reporting and controlling warranty costs, tracking and reporting all customer related KPI, organizing failure investigations and reports as needed, and providing regular feedback to the quality and production teams on issues identified in the field. The role is the key customer contact for all concerns and support needed.
Grid Solutions, a GE Renewable Energy business, serves customers globally with over 12,000 employees. We provide power utilities and industries worldwide with equipment, systems, and services to bring power reliably and efficiently from the point of generation to end power consumers. We are focused on addressing the challenges of the energy transition by enabling the safe and reliable connection of renewable and distributed energy resources to the grid. For more about GE’s Grid Solutions, visit https://www.gegridsolutions.com.
Roles and Responsibilities
Manage non-conformance. Monitor customer satisfaction. Own preventive and corrective actions.
Utilizes technical expertise and judgement to solve problems. Leverages technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions
Lead customer liaison
Receive, manage, and resolve customer concerns and complaints
Documentation and management of customer complaints in the ACT system
Manage customer returns and repairs at the factory
Controlling COPQ related to warranty and field repairs
Customer site and failure investigations and reports
Documenting and tracking all customer related KPI
- Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).
Strong oral and written communication skills.
Demonstrated ability to analyze and resolve problems.
Ability to document, plan, market, and execute programs.
Established project management skills.
Minimum of 2 years Customer Service/Management experience
Minimum of 2 years Circuit Breaker experience/knowledge
Strong project management skills, planning, organization, activity follow-up.
Experience in MS Office software including MS Excel and MS PowerPoint.
Experience working cooperatively and effectively in a team environment.
Preferred Lean Manufacturing experience
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.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 conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: No