Job Description: Summary
Position location: Atlanta, GA; Greenville, SC; Schenectady, NY; Other FL - GA - NY - OH - SC - TX
In this role, you will be responsible for managing a team of Global Customer Quality Leaders (GCQL). You will ensure that your team are advocates for our global customers to ensure that the business understands our customers' priorities and is driving to satisfy their needs. You will partner with your colleagues assigned to functional quality (the global thread) to drive the quality improvements that have a positive impact on customer satisfaction. An agent of cultural change, you will be a strong influencer with a track-record of delivery. You will be the lead in establishing Best Practices and strategy going forward for the Customer Quality Strategy throughout Services. You will work with the Services Quality Leader and Regional Quality leaders to drive this critical effort.
In this role, you will:
Continuous improvement of the CQL strategy for not only regional customers, but global as well.
Own the quality team's relationship with specific prioritized global customers, by country and/or by product
Contribute in a team that develops a standard Customer Quality Scorecard and implement that standard Scorecard for the specific customers in your assigned portfolio
Prepare and report scorecard and customer relationship updates periodically to senior management with support from the Region Quality Leader
Work collaboratively as a team with other Customer Quality Leaders and Region Quality Leaders to share workload and best practices as necessary
Understand our customers' greatest challenges as illustrated by the Scorecard, develop and implement a Playbook of action items resulting in increased Customer Experience Index (CXI) through reduction in quality escapes, improved outage planning and rapid issue resolution.
Based on the Scorecard KPIs, the Playbook and outage planning activities, develop strategic customer improvement plans and formally feedback progress to customers on periodic basis.
Expedite customer specific complex, cross-functional severe NCRs and RCAs (when required to feedback resolution to customer) under the mentoring of the global thread
Ensure specific customer quality issues are captured through Quality Operations tools (NCR, CX surveys, HELP, CoPQ, SEs) and track Function issue resolution
Manage Customer HELP cases for own specific customers and ensure timely resolution of issues.
Coordinate local specific customer audits with the QMS team
Coordinate communication of issue resolution to customers through the appropriate business channels
Constantly seek, share, and implement best practices
Bachelor's degree or equivalent experience
Significant Gas Power operational experience (field service, supply chain, engineering, repairs, customer service, etc.)
Clear understanding of the basic roles, functions, and products / services / repairs within GE Gas Power
Strong analytical and quantitative skills. Familiar with statistics, six-sigma, quality assurance & quality control and other quality concepts.
Willingness and ability to travel approximately 30% of the time on average (may include seasonal variability)
Strong network within Gas Power Poles, especially Services, Parts, Repairs, Global Supply Chain & Engineering would be a distinct advantage.
BB/MBB certification and/or a proven education or work history in statistical analysis of complex data and measurement systems.
Significant experience in quality roles and/or continuous improvement
Strong customer orientation and willingness to promote customer interests
Demonstrated leadership capabilities working across a matrixed organization
Proven ability to build relationships and influence stakeholders to become supporters
Proven ability to work efficiently with minimal direct supervision. Self-motivated with demonstrated ability to motivate others to achieve results
Ability to communicate requirements and facilitate good practice-sharing in a motivating, engaging way
A procedure mindset and ability to implement procedures and monitor compliance
Committed to process improvement
Strong oral and written communication skills
Strong interpersonal and team building skills
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).
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: Yes