Location(s): United States; Maryland, Pennsylvania; Hanover, Exton
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.
GE Power is a world leader in power generation with deep domain expertise that helps customers deliver electricity from a wide spectrum of fuel sources. We are transforming the electricity industry with the digital power plant, the world’s largest & most efficient gas turbine, full balance of plant solutions and our data-leveraging software. Our innovative technologies and digital offerings help make power and water more affordable, reliable, accessible and sustainable.
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 Lead Customer Service Engineer will demonstrate leadership in communicating business goals, programs, and processes for an area or business segment. In this role you will utilize your experience or expertise to solve problems, develop and execute objectives for self and others, and have the ability to effect short-term and some long-term business goals.
Essential Responsibilities: As the Lead Customer Service Engineer, you will:
Provide local business ownership in assigned areas
Provide and direct the performance of quality field engineering services to all (internal and external) employees in assigned areas
Aggressively promote services sales to grow business in the area
Assist with proposals, including market intelligence on pricing, work-scope, terms and conditions
Participate in business planning including budgeting / staffing / forecasting / cost control
Establish and maintain business relationships with area customers, pole sales resources, and other GE businesses to enhance position in marketplace
Assist in individual development of assigned personnel through coaching, counseling, training assignments and business exposure
Perform field engineering service work to properly serve the local customers
Provide the leadership to balance customer service satisfaction
Develop and capture technical problem solving knowledge, communicating with other organizations to enable effective resolution of customer problems and inquiries
Provide front-line technical response to inquiries received by the customer response center, identifying potential problems and coordinating troubleshooting activities with numerous internal organizations
Identify product failures and assist in identifying possible root causes
Manage communication among internal organizations and customer personnel to ensure effective product support and customer satisfaction
Distribute information on customer issues so that all members of customer support team share common understanding and objectives
Bachelor’s Degree from an accredited university or college (or a High School Diploma / GED with a minimum 4 years of experience in a support or field engineering position)
Minimum of 3 years of experience in a field engineering role including a minimum of 1 year of experience in customer support and the development of successful customer relationships
GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.
Bachelor's Degree in Mechanical or Electrical Engineering from an accredited university or college
Strong oral and written communication skills
Strong interpersonal and leadership skills
Team leader in a dynamic, energetic, and proactive environment
Six Sigma training or equivalent quality training
Field Engineering Program Graduate (GE employees only)
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Locations: United States; Maryland, Pennsylvania; Hanover, Exton
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