Global Technical Support Leader
Company: General Electric
Location: Billerica, Massachusetts
Posted: December 02, 2017
Reference ID: 3005599
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 at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . 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.
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.
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; BillericaGE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf . 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.