General Electric Regional Customer Support Leader Americas in Schenectady, New York
Job Description Summary
GE Additive – part of GE (NYSE: GE) is a world leader in metal additive design and manufacturing, a pioneering process that has the power and potential to transform businesses. Through our integrated offering of additive experts, advanced machines, and quality powders, we empower our customers to build innovative new products. Products that solve manufacturing challenges, improve business outcomes, and help change the world for the better. GE Additive includes additive machine brands Concept Laser and Arcam EBM, along with additive powder supplier AP&C. At GE Additive, we continue to work every day to bring the transformative power of advanced manufacturing to businesses around the globe. Through our own extensive experience incorporating additive technologies into our production process, we recognize the value and possibilities it brings to modern design and manufacturing challenges.
Leading the Customer Support activities in the region.
Accountable for regional cross-functional strategic customer development and technical support functions including diverse roles such as Account Management, Technical Support Engineering, Remote Support Engineering, Training Delivery as well as Regional Operations.
Strengthen the regional customer relationships and contribute to business growth through generating long-term relationships with customers, increasing customer base and diversity, supporting customers on their Additive journey with GE and continuously increase the number and rate of Service Agreements within customer base.
Has significant input into regional strategic priorities. The role has a wide scope , requiring high levels of diverse operational judgment. Impact quality, efficiency, and effectiveness of own team.
Partner with the Regional Field Service Leader to deliver high-quality service to customers including customer relationship management. Collaborate with Services Fulfillment, Product, Program and Customer Project Management owners within GE Additive as well as regional Customer Support Team and Commercial/ Sales owners to drive results.
Manage all activities relating to enhancing services technology integrating regional customer data, or capturing products reliability, availability, maintenance, safety and other performance parameters that are captured regionally. Impact approaches, projects and programs in the functional area or affected business organization and ways of working. Collaborate effectively with the central Product Service Engineering team. Manage 3rd parties as defined.
Strongly invigorate the principle “One GE Additive Team, One Customer Service Team, One Regional Team to serve the Customer”, and be a role model in behavior embodying GE’s compliance, fairness and integrity values exemplified in our Leadership Behaviors.
Roles and Responsibilities
Manage the Regional Remote Support, Account Management, Technical Support, Training and Operations teams and functions
Manage strategy, budget, planning and cost for the assigned teams; monitor and manage costs of team activities vs. forecast and planned financial results
Manage regional suppliers and partners where applicable, define needs and opportunities related to 3rd party stakeholders
Develop regional accounts and customer relationships according to plan and regional strategy
Identify regional revenue opportunities, increase profitability, number and rate of service contracts
Review technical details of service contracts to ensure they meet our capabilities
Help to improve efficiency, processes and profit margin within Customer Service org
Share customer insights, commercial and technical feedback with relevant stakeholders inside the Customer Service org
Establish and utilize fault finding and root cause analyses processes on the products as well as establishing best practices and faultfinding methods for the organization
Capture regional service requirements and ensure that systems, subsystems, or component designs meet regional requirements, from install, troubleshooting, repair, to preventive and proactive maintenance
Develop a strong understanding of the regional Additive Manufacturing market and existing/ upcoming competitors, observe best practices and competitive advantages and align with Functional Management and Customer Support Leadership on ways to improve GE Additive and employer brand per region
Establish and deliver solid training delivery schedules and programs to ensure success of our customers
Be a major contributor in customer projects and product development projects within the Customer Service organization
Owner of escalation processes in the region
Develop and improve the working methods and relevant processes as well as enable tools and IT system, e.g. ServiceMax; establish and implement a strong regional operations support for the Regional Field Service as well as Customer Support team
Develop people to meet both their career goals and the organization’s goals and recognize the value that diversity/ different perspectives and cultures bring to an organization
Act as strong supporter of the teams, mentor new starters and nurture the cooperation between Customer Support and the Regional Filed Service Team
Lay strong focus on people management, retention and development of talent to strengthen the Customer Service talent pool and identify Service talent for further development also beyond the Field Service Team Cluster
Develop a strong understanding of the regional Additive Manufacturing market and existing/ upcoming competitors, observe best practices and competitive advantages and align with Functional Management and Regional Field Service Leadership on ways to improve GE Additive and employer brand per region
Align efforts with GE Additive growth initiatives and key strategies and loop back what works, what not and how it can be improved constructively moving forward
Function as an escalation point for all field service-related matters and drive internal escalations and conflicts constructively, build bridges, help to find solutions that work for our customers
Develop capacity plan for staffing needs anticipating regional demand and resource gaps
Maintain close connectivity inside the Customer Service org with key stakeholders
Maintain connectivity with other business units within GE Additive, including Commercial/ Sales and Engineering
This role requires significant experience in the regional Services leadership of medium sized to large teams. Knowledge level is comparable to a technical Bachelor’s degree from an accredited university or college (or a high school diploma with relevant experience).
Additional business management related studies, e.g. a Master of Business Administration, are a strong advantage.
Strong oral and written communication skills.
Established project management skills.
Strong interpersonal and leadership skills.
High level of integrity and authenticity. Walk the talk. Demonstrated ability to connect people and listen.
Demonstrated ability to analyze and resolve problems.
Demonstrated ability to lead teams in an ambiguous and challenging environment to success and manage conflict.
Disciplined and structured approach, attention to detail.
Strong business acumen.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://assets.phenompeople.com/CareerConnectResources/GE11GLOBAL/en_global/desktop/assets/images/poster_screen_reader_optimized_w_supplement.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).
As a federal government contractor, GE may in the future be required to have U.S. employees fully vaccinated against COVID-19. Some GE customers currently have vaccination mandates that may apply to GE employees.
Relocation Assistance Provided: No