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Senior Customer Support Manager, Defense & Systems - Israel and Germany

Company: General Electric
Location: Lynn
Posted on: May 24, 2023

Job Description:

Job Description Summary
The Defense & Systems Military Customer Services organization is seeking a Customer Support Manager (CSM) for Israel and Germany. This individual contributor will be the customer focal/ambassador for fielded-fleet and entry into service requirements and support, driving overall customer satisfaction through commercial, technical, and logistic customer issue resolution via leadership of a cross-functional GE support team. These activities are typically related but not limited to maintenance repair and overhaul (MRO) of existing products. The individual will highly impact GE's ability to maintain strong customer relationships, achieve business goals, and aid the customer in their fleet objectives. The role is subject to operating policy objectives. There is moderate autonomy within the role. High levels of operational judgment are required to achieve outcomes required.

Job Description

Roles and Responsibilities

  • Act as the single point of contact to the customer representing GE at all levels both internally and externally. Develop product and services growth plans through customer team leadership and sales/field collaboration. Drive timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area. Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations. Represents the most direct access to all appropriate internal functions to support the customer. Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area.
  • Requires F110, T700, T64, and T408 Product line knowledge and commercial/financial process knowledge to support and advocate for customer requirements. Influence the development of strategy for revenue growth.
  • Ability to support multiple time-zones, and international travel.
  • Interpret internal and external business challenges and recommend best practices to improve products, processes or services. Stay informed of industry trends that may inform work.
  • Use high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering. Have ability to assess quality of information given and ask pertinent questions to stakeholders. Ability to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations. Uses multiple internal and some external sources outside of own function to help arrive at a decision.
  • Use executive communication skills with external customers - using judgment, trust-building, and expectation-setting to resolve complex issues.
  • Use of Lean to improve processes (including processes regarding pricing, materials fulfillment, customer budgeting/forecasting cycles, etc.). A continuous eye for improvement.
  • Lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicate difficult concepts and influence others' options with the ability to guide others to consider a different point of view.
  • Seeking a strong proactive and results-oriented individual, which are qualities necessary to drive progress and trust with the customers in this role.

    Required Qualifications
    • Bachelor's degree from an accredited university or college
    • Minimum of 5 years' experience in technical support, program management and demonstrated commercial and financial acumen.
    • Ability to support up to 30% travel.

      Additional Qualifications:
      • This role is restricted to U.S. person (s) (i.e., U.S. citizens, permanent residents, and other protected individuals under the Immigration and Naturalization Act, 8 U.S.C. 1324b(a)(3))

        Desired Characteristics
        • Master's degree from an accredited university or college
        • Strong oral and written communication skills.
        • Strong interpersonal and leadership skills.
        • Demonstrated ability to analyze and resolve problems.
        • Demonstrated ability to lead programs / projects.
        • Ability to document, plan, market, and execute programs.
        • Established project management skills.

          This role is restricted to U.S. persons (i.e., U.S. citizens, permanent residents, and other protected individuals under the Immigration and Naturalization Act, 8 U.S.C. 1324b(a)(3)) due to access to export-controlled technology. GE will require proof of status prior to employment.

          Additional Information

          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.

          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

Keywords: General Electric, Lynn , Senior Customer Support Manager, Defense & Systems - Israel and Germany, Executive , Lynn, Massachusetts

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