General Electric Services Resolution Manager in Schenectady, New York
Job Description Summary
The Services Resolution Manager (SRM) serves as the technical issue resolution leader supporting customer issues as related to warranty and long-term service agreements. The SRM role is broad in nature and requires engaging with all levels of customer management, from the executive level to our customer’s site level technicians as well as functions across the GE business. The GE functions include, but are not limited to; New Units, Projects, Services, Comm Ops, Engineering, Sourcing and Quality; as well with third-party vendors and component suppliers.
The SRM plays an integral role by leading and driving resolution of customer concerns in a timely manner. Due to the matrix environment of GE, it is imperative that the SRM have excellent influencing skills as well as be willing to fill gaps as needed and provide program, project and other management guidance/support to ensure that any shortcoming internally resolved. In addition to strong commercial and contract skills, a desirable candidate will have a strong project management background as well as a solid technical understanding of wind turbines.
The SRM also acts as a filter for post-COD customer requests that may be commercial in nature. The ability to foster strong internal relationships on the commercial side of the business is key to being able to effectively resolve issues in a manner mutually beneficial to the customer and GE.
Roles and Responsibilities
Drive ownership and accountability to quickly facilitate cross-functional solutions to resolve customer issues quickly and prevent escalation.
Support Service Directors around customer communications.
Identify opportunities for product services solutions / services, processes and expertise to address customer opportunities and business challenges.
Develop an effective working relationship with the customer rooted in frequent communication, early identification of service issues, and timely resolution of issues.
Create commercial solutions and warranty settlements/accommodations that demonstrate a strong contractual knowledge, clear leveraging engineering technical input and commercial savvy.
Lead engagements with Senior Leaders within GE and our customers and prospects.
Meet timeliness requirements for deliverables (end of warranty closures, customer communication requirements).
Meet commercial facilitations targets, as necessary.
Willingness to travel up to 40% of the time, including Mexico and Canada.
Management of customers designated Tier I, II and III.
Act as a resource for colleagues with less experience-may lead projects with moderate risks and resource requirements; explain difficult or sensitive information; works to build consensus.
Bachelor's degree from an accredited university in a Technical, Business or Financial discipline.
Minimum of 5 years of prior relevant work experience, customer facing role(s)
Minimum of 3 additional years of experience in Product Service, Engineering or Project Management role(s)
Excellent Analytical and Critical Thinking Skills.
Ability to Communicate Effectively at all Levels.
Demonstrated Leadership and Facilitation Skills.
Industry experience in customer relations or as a GE Renewables customer, engineering interface, project management and/or service.
Strong change management and influencing skills; ability to negotiate and communicate effectively at all levels of the organization.
Good relationship-building skills with internal team members and external customers.
Ability to energize others, perceive change as opportunity; confident and tenacious approach to deliverables.
Ability to work in a multi-tasked and fast-paced environment.
Demonstrated success in working in a multifunctional / matrixed team environment as part of a solution-based service process.
Proven ability to interpret customer requirements and identify needs.
Contract expertise, interpretation, and negotiations.
Customer Focused - Passion to drive customer loyalty.
Renewables Experience in Projects, Services, or Operations.
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).
Relocation Assistance Provided: Yes