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Principal Customer Reliability Manager

  • GE Digital
  • Experienced
  • Posted 9/14/2017 3:49:35 AM
  • 2972004
  • Job Function: Services
  • Business Segment: Digital Commercial Professional Services & Support
Location(s): Saudi Arabia, United Arab Emirates; Dammam, Dubai


About Us:
GE {NYSE: GE} works on things that matter. The best people and the best technologies taking on the toughest challenges. GE operates in over 160 countries and employs more than 300,000 people worldwide, finding solutions in energy, health and home, transportation and finance to build, power, move and cure the world. Not just imagining. Doing.

Role Summary:
The Principal Customer Reliability Manager will use cutting edge predictive analytics software and tools to analyze the health and performance of power generation, oil and gas production and exploration, aviation, and mining equipment located around the world using remote monitoring technology.

Essential Responsibilities:
The Principal Customer Reliability Engineer must leverage industry experience, equipment knowledge, software know-how, and customer satisfaction skills to deliver world class predictive analytics and monitoring solutions to assigned customer accounts.

In this role, you will:
• Quickly learn and understand engineering processes related to power generation, oil and gas, aviation, and mining industries; leveraging the experience of the greater monitoring team when necessary.
• Quickly master cutting edge predictive analytics software and tools.
• Deftly manage customer expectations and satisfaction for assigned customer accounts.
• Deliver savings to your customer in the form of reduced maintenance costs and less unplanned downtime.

Qualifications/Requirements:
• Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math). Master’s preferred
• Minimum 15 years work experience

Eligibility Requirements:
• Legal authorization to work in the U.S. is required. GE may agree to sponsor an individual for an employment visa now or in the future if there is a shortage of individuals with particular skills.
• Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen
• Must be willing to travel 25 %
• Must be willing to work out of an office located in Dammam, KSA

Desired Characteristics:
• Software oriented with the ability to quickly learn new technologies

Technical Expertise:
• Able to work cross function/industry to analyze information; Able to present analysis and recommendations to drive strategic decisions.
• Able to define processes and procedures for new business models.
• Has demonstrable expertise and understanding of one or more products. Acts as a resource for others in solution design. Knows best practices which result in higher adoption of solutions based on product capabilities. Ability to communicate product capabilities internally and in customer facing situations. Understands regional challenges for each product, and develops mitigation strategies for functionality gaps. Can speak to key differentiators between our product capabilities and competing solutions.
• Demonstrates ability to diagnose and solve basic to intermediate issues; Able 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.

Business Acumen:
• Serves as a coach/mentor to others on best practices for project delivery and execution; Acts as advisor to others in the area of customer satisfaction; focuses on tangible and intangible benefits to ensure customer awareness and satisfaction.
• Teaches others how to design and conduct a thorough client needs analysis and collect VOC data; Uses available client data to proactively identify possible needs before they are expressed by client; Can use advanced data analysis techniques to synthesize and act on information.
• Able to establish, maintain, and grow key executive relationships within customer accounts; Adept at navigating political and hierarchical landscape and facilitates the customer decision making process.

Leadership:
• Proactively identifies and removes project obstacles or barriers on behalf of the team; Able to navigate accountability in a matrixed organization; Communicates and demonstrates a shared sense of purpose.
• Shares knowledge, power and credit, while establishing trust, credibility, and goodwill; Coordinates role responsibilities with that of others to achieve mutual goals; Encourages groups to work together to efficiently resolve problems; Proactively coaches and/or mentor’s others to improve their contribution to the team.
• Recognized as a knowledge leader in his/her area of expertise; Demonstrates ability to solve complex problems bringing definition and appropriate detail to simplify delivery, manage risk, and drive desired outcomes.
• Able to adjust information (e.g. level of complexity) and story to align with audience; Produces functional area information in sufficient detail for cross-functional teams to utilize, using presentation and storytelling concepts. Informs stakeholders of key customer issues, identifies potential problems or conflicts and resolves them when necessary.

Personal Attributes:
• Influences and energizes others toward the common vision and goal; Able to maintain excitement for a process and drive new directions of meeting a goal in the face of unfavorable odds and setbacks.
• Increases client engagement to further drive the pace and focus required to achieve business priorities and uncover desired outcomes for both the customer and GE; Utilizes business acumen and domain experience to advise the customer on critical success factors for the initiative at hand; Continuously influences the customer to think ahead on what is needed to acquire, deploy, and utilize the solution.
• Demonstrates integrity and trustworthiness; Remains at ease in ambiguous work situations and is open to change; Contributes to an environment where teams are encouraged to reach beyond themselves and connect across constituent groups.

Locations: Saudi Arabia, United Arab Emirates; Dammam, Dubai

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.


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