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Senior Customer Advocate

  • GE Digital
  • Experienced
  • Posted 12/8/2017 3:48:58 PM
  • 3029323
  • Job Function: Services
  • Business Segment: Digital Commercial Professional Services & Support
Location(s): United States; Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; open to all US states


About Us:

GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we live in. At GE, we believe it’s about the future of industry—energy, healthcare, transportation, manufacturing. It’s about making the world work better. GE is transforming itself to become the world's premier digital industrial company, executing critical outcomes for our customers. Explore how you can drive greater asset reliability, lower operating costs, reduce risk and accelerate operational performance with our Predix platform and software solutions.
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 Senior Customer Advocate will provide account management for enterprise-level customer accounts. The TAM has primary ownership to develop and drive action plans to accelerate issue resolution, maintain customer communication, and advocate for the customer to ensure successful implementation and operation of GE Digital software solutions.
This particular role is dedicated to a single, high profile GE customer located in Cincinnati, Ohio.

Essential Responsibilities:

  • Develop and manage customer action plans for purposes of accelerating complex issue resolution
  • Identify and coordinate resources necessary to solve issues. Escalate as required to ensure timetables are met
  • Provide regular status updates to customers on outstanding issues
  • Determine root causes of escalations and develop preventative action plans to avoid recurrence
  • Interface with SW Support Technical Managers, Engineering, Professional Services, and Marketing to ensure timely, high quality solutions to customer reported issues
  • Provide regular status updates to senior level management
  • Ensure proper documentation of issue status and progress in a customer case management system
  • Provide metrics and reports to customers regarding support performance
  • Understand customer business drivers and systems infrastructure in order to proactively deliver product roadmap updates, enhancement requests, available upgrades, and make qualified recommendations on appropriate SIMs and Service Packs
  • Deliver Case metrics reports and Root Cause Analysis (RCA) reviews for cases requiring RCA
  • Provide upgrade/update recommendations base on product roadmap and configuration
  • Deliver advanced input and review of product features and fixes
  • Provide knowledge sharing and transfers to customer’s internal teams where necessary
  • Organizing update sessions to keep the customer updated directly with GE support case progress for high visibility issues

    Qualifications/Requirements:

    Basic Qualifications:

  • Bachelor’s Degree from an accredited university or college and minimum of 3 years of experience
  • Minimum of 3+ years of professional experience

    Eligibility Requirements

  • 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 ~25%.
  • This role is preferred to be onsite at the customer location in Cincinnati, OH but exceptional candidates who can travel approximately 25% will be considered.

    Desired Characteristics:

  • Proven experience managing strategic \\ escalated customer accounts
  • Ability to quickly diagnose complex situations, isolate cause and drive resolution plans
  • Strong customer management, situational management, and time management skills
  • Ability to make priority decisions based on customer business situations.
  • Strong communication and presentation skills
  • Manufacturing or Automation Software Industry experience, preferably with GE Digital software applications
  • Proven Customer \\ Account Management experience
  • Proven ability to develop and manage technical action plans
  • Excellent organizational, customer relationship, verbal and written communication skills
  • Proven ability to deliver influential and impactful messages to customer and internal senior leadership
  • Exceptional multi-tasking skills. Ability to organize and execute on multiple high priority tasks simultaneously.
  • Excellent problem solving and listening skills
  • Highly motivated, self-starter, with a positive attitude
  • Proven ability to influence others to accomplish common objectives in a matrix environment
  • Exceptional say/do ratio - ability to define and deliver to a plan with minimal supervision.
  • Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach.
  • Strong common sense and logical reasoning skills
  • Experience working with or supporting complex software solutions in a business or manufacturing environment
  • Strong domain and application knowledge, particularly in the areas of manufacturing automation, control, and analytics

    #DTR

    Locations: United States; Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; open to all US states

    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 conditional upon the successful completion​ of a background investigation and drug screen.


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