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Customer Reliability Director

  • GE Digital
  • Experienced
  • Posted 1/2/2018 3:49:27 AM
  • 3043820
  • Job Function: Services
  • Business Segment: Digital Commercial Professional Services & Support
Location(s): Malaysia, Singapore; Singapore, Kuala Lumpur

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.

Role Summary:
This role will focus on managing a team of reliability engineers to deliver results in APAC and India. The Customer Reliability Director will focus to lead a team to deliver results using reliability management software to provide early warning of issues, using asset strategy software to help customers optimize maintenance practices. Use performance simulation software to help customers maintain and optimize production on top of surrounding and supporting other GE digital software solutions.

Essential Responsibilities:
The Customer Reliability Director 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.
• 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.
• Accountability for revenue generation, customer renewals, customer satisfaction, and regional project profitability.
• 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.

• Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math). Master’s preferred
• Minimum 5 years work experience
• Software oriented with the ability to quickly learn new technologies.
• Legal authorization to work in Singapore or Kuala Lampur 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
• Must be willing to travel
• Must be willing to work out of an office located in Singapore or Kuala Lampur
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.
• Possesses deep understanding of an entire product line, with significant domain experience in the same industry; Understands the customers’ needs at a level which results in proactive discussions about product roadmap.
• 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.

Desired Characteristics:
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.

• 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: Malaysia, Singapore; Singapore, Kuala Lumpur

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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