Location(s): United States; Massachusetts; Billerica
Baker Hughes, a GE company (NYSE:BHGE) is the world’s first and only fullstream provider of integrated oilfield products, services and digital solutions. Drawing on a storied heritage of invention, BHGE harnesses the passion and experience of its people to enhance productivity across the oil and gas value chain.
BHGE helps its customers acquire, transport and refine hydrocarbons more efficiently, productively and safely, with a smaller environmental footprint and at lower cost per barrel. Backed by the digital industrial strength of GE, the company deploys minds, machines and the cloud to break down silos and reduce waste and risk, applying breakthroughs from other industries to advance its own.
With operations in over 120 countries, the company’s global scale, local know-how and commitment to service infuse over a century of experience with the spirit of a startup – inventing smarter ways to bring energy to the world.
Follow Baker Hughes, a GE company on Twitter @BHGECo, or visit us at BHGE.com. 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.
Role Summary: The Global Technical Support Leader will be responsible for post-sales technical support of Measurement & Sensing (M&S) products. Success in this role will show a significant reduction in the response & closure times of customer issues through efficient use of resources across geographic regions and product lines.
Essential Responsibilities: In the role of Global Technical Support Leader, you will:
Lead a globally distributed team of technical support specialists across multiple M&S product lines, managing operations for post-sales technical support requests
Ensure that customers receive timely and accurate technical support resulting in customer delight
Own & drive the operational performance of the team including response to case volume, open case count & aging, case quality, first pass yield, wait times, & NPS
Develop & optimize tech support tools & processes
Establish and grow a common culture for the team, emphasizing common tools, process, approach, mindset & communication
Motivate and inspire employees to continually strive for a world class customer support experience
Manage the training and development of the technical support agents, field service team and customers and identify training objectives for NPI programs.
Promote utilization of established technical support and issue resolution tools and processes within M&S
Build product knowledge repositories for internal & external use, facilitating rapid solutions to common problems, and reduced training time for technical support & service teams
Support the development of commercial offerings for technical support based on customer value creation
Implement measures to track and quantify sales lead generation & sales conversion by the technical support team
Work in close cooperation with Quality to implement product issue / failure data collection mechanisms to identify & categorize top issue drivers for root cause analysis and permanent corrective action
Participate in product / process quality improvement program reviews, focusing on solutions to the issues that drive significant warranty cost and/or customer downtime
Update, on a regular basis, the performance of the technical support team to business leadership
Provide technical communication and updates to our external customer
Bachelor's degree in a STEM discipline from an accredited college or university
Minimum 5 years of experience in an operations, services or technology role
Black Belt Certification, or equivalent Quality Certification
Successful leadership of a global customer-facing operations team
Experience leading a technical support organization
Knowledge of Measurement & Sensing products and applications
Must have strong interpersonal relationship skills with a proven ability to influence, work, establish and maintain influential relationships with sales teams, channel partners and end customers
Ability to analyze and enhance best practices, processes and procedures to improve efficiency and effectiveness of services delivery
Project management experience
Strong organizational, analytic, and problem-solving skills
Customer service mindset
Strong risk analysis & mitigation experience
Strong written and verbal communication skills
Boundary-less and multi-culture working mindset and team player
Proficiency with MS Office, such as Excel or PowerPoint
Knowledge and experience with Oracle / SAP and Salesforce.com case management
Locations: United States; Massachusetts; Billerica
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