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Featured Job: Customer Support Manager

GETAJOB
The Customer Support Manager for the Mil / Aero business will provide OTR leadership for ensuring customers are provided proactive communications on status, identifying issues and driving action plans to meet commitments. Customer Support Managers will work across the Mil / Aero organization ensuring customer expectations are understood and plans are prioritized to improve the customer experience.

Essential Responsibilities:

 
  • Customer Support Managers run the weekly customer critical action call. Call leadership will rotate through the team
  • Customer Support Managers manage the customer scorecard process
  • Drive Customer Net Promoter Score (NPS) and On-Time Delivery (OTD) initiatives, become a strong advocate for the customer, and work with cross-functional teams to improve the NPS and OTD scores
  • Focus on Order to remittance (OTR) business level cycle-time reduction and quality improvement with significant business impact
  • Improve customer satisfaction and reduce process variation by standardizing processes and systems
  • Use the global Program Management Plan, in development, as a tool for managing assigned programs
  • Proposal support including but not limited to contract review, schedule development and support for written response
  • Responsible for execution of assigned production programs and as needed for development programs from initiation to closeout
  • Key Process Owner in GEIP for customer communication for assigned programs
  • Key Process Owner in GEIP for change control for assigned programs
  • Key Process Owner in GEIP for major customer reviews (ex PDR, CDR and TRR)
  • Supporting Process Owner in GEIP for risk management for assigned programs
  • Develop, or ensure production of, such Customer reports as may be required by the contrac
Eligibility Requirement:  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 background investigation and drug screen.
  Additional Eligibility Qualifications:

  • Bachelor’s degree in Engineering or Business Administration
  • Ability to accept constructive criticism and deal effectively with high stress situations while projecting a high level of professionalism in challenging circumstances
  • Understand various financial instruments used by customers to conduct business
  • Prior experience with products with technical content of substantial value is preferred
  • Six Sigma training
  • Ability to accept constructive criticism and deal calmly and effectively with high stress situations including continuing to persevere and remaining calm in challenging or frustrating circumstances
  • Ability to work with a matrix organization in which you will take direction and gain support from other functions without an established reporting relationship
  • Able to develop and maintain customer relationships at all levels including but not limited to supply chain, engineering and program management
  • Customer-centric mindset, able to translate customer issues/needs into profitable business solutions
  • Able to effectively interface with all levels of internal and external customers
  • Strong oral and written communication skills
  • Strong interpersonal and leadership skills
  • Program Management Professional (PgMP) Certification
  Qualifications/Requirements:

  • Bachelor’s degree from an accredited university or college OR a HS Diploma/GED with minimum 6 years related experience
  • Minimum 3 years in a customer support role

ELIGIBITY REQUIREMENT: Willingness and ability to travel

For more information and to apply for this job click here.

 

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