Staff Customer Support Team Manager

General Electric Company   •  


Industry: Manufacturing


5 - 7 years

Posted 94 days ago

This job is no longer available.

Essential Responsibilities: Staff Customer Support Team Manager oversees front linesupport to our customers for various inquires using a mix of technicaltroubleshooting and customer service skills. Our customers include field engineers, distributors, sales staff, certifiedsupport providers, integrators, and end users. This role serves as the primary facilitator to drive efficient and customer-centricprocessesand service for our customer base, while achieving optimum customer relationships, issue handling and time to resolution for all incoming functional area issues (Fill Product Family). Contributes knowledge, championing productivity programs, and acting as change agent for these programs.

In this role, you will:

  • Build strong relationships with customers and ensure expectations are met throughout the customer life cycle
  • Manage, measure and improve Support and Customer Satisfaction metrics. Monitor goals in support of departmental and corporate strategies, services requests queue management, reporting analysis (service response rate, team/individual stats, CSAT, staffing, overall performance.
  • Create collaborative relationships with other functions such as Sales & Service, Commercial Solutions, Product Management, Engineering leaders to meet current and prospective customer and business needs.
  • Work closely with Leaders, Account Managers and Customer Center counterparts to facilitate support solutions and respond to customer escalations in a timely manner
  • Provide leadership to ensure strong execution required to achieve support goals, initiatives and priorities
  • Drive operational excellence via continuous process improvement using ITIL and Lean Six Sigma techniques
  • Partner with cross-functional Leadership within our customer base to deliver solutions that exceeds customer expectations improving customer satisfaction and loyalty.
  • Develops strong customer relationships and serve as the interface between customer and all GE Transportation organizations
  • Ensure employees meet and have assigned training (assessments, training plan development, coordination and follow up).
  • Remove team roadblocks through creative problem solving, negotiating with others or mediating conflicts.
  • Drive innovation, growth, quality and best practice processes to meet customer and competitive needs
  • Monitor, measure and drive solutions support metrics
  • Attract, develop and retain talent by building a high performing, cross functional and highly motivated services team.
  • Meet and exceed operational and financial metrics Qualifications/Requirements:
    • BA/BS degree in Business or Technical Disciplines
    • Experience in the usage of ITIL v3 service management and leansix sigma frameworks
    • At least 5 years of leadership experience in corporate environment or military.
    • At least 3 years of experience in a phone, e-service and onsite IT support services environment
    • 5+ years customer experience
    • Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job
    • Must be willing to travel.
    • Must be willing to work out of an office located in Atlanta, GA. Desired Characteristics:
      • Prior demonstrated experience working in a IT Customer service role.
      • Ability to develop and execute multiple priorities and approaches to meet objectives, and exceptional interpersonal skills.
      • Able to fluently speak and write in the English language.
      • Punctual, prompt and consistent attendance a must.
      • Exceptional customer service and customer, situational and time management skills.
      • Strong computer skills, preferably experienced with CRM Software and Microsoft office products.
      • Strong external customer focus and customer orientation
      • Ability to work in a diverse global environment, cooperating with multiple teams simultaneously
      • Positive attitude when dealing with customers and co-workers.
      • 5+ years customer experience
      • Strong organizational capability
      • Previous experience leading teams and demonstrated results driving business impact
      • Demonstrated analytical thinking/problem solving ability
      • Tenacity & creativity in handling customer issues
      • Proven leadership and ability to orchestrate resources and motivate both direct and virtual teams
      • Strong business and product support acumen
      • An inclusive leader that builds a connection to the workforce through personal involvement and trust
      • Proven ability to influence and drive change through exceptional written and verbal communication skills
      • Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals
      • Understanding of customer/marketplace and drivers that influence customer behavior
      • Previous direct report management/leadership experience
      • Ability to resolve complex issues within functional area and/or area of expertise
      • Ability to develop and execute multiple priorities and approaches to meet objectives
      • Direct customer relationship andsupport program managementexperience

        Technical Expertise:

      • Proactively makes or recommends decisions based on in-depth analysis; Able to define critical problems to be solved; Identifies data sources required to execute analytic; With guidance from manager, able to select and conduct advanced analytic techniques; Uses a formal process to present findings and recommend specific actions that relate to business objectives; Proposes alternative business strategies as appropriate; Applies data visualization to support finding.
      • Can follow processes without assistance. Recognizes variations to the process and works to resolve independently. Can adapt to gaps or exceptions to the processes and adjust accordingly. Ability to interact with the customer demonstrating expertise and insight, and manage expectations. Identify and report when there is deviation on scope, schedule or budget. Exceeds quality requirements and adapts to ensure standards are met in all situations.
      • Identifies inefficient processes.
      • Demonstrates ability to diagnose and solve basic to intermediate issues. Ability to isolate moderately complex scenarios down to actionable items within designated job function. Can be utilized to problem solve at customer sites as the GE representative. Seizes ambiguous situations as an opportunity to learn and demonstrate advanced researching capabilities. Serves as skilled resource to guide “aware” individuals.