Sr Services Manager - Digital Customer Support Eng

Job description / Role

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:

As the Customer Support Delivery Leader, you will lead and manage a world-class customer support team. You will be responsible for establishing all policies, systems and team structures necessary to maintain the highest level of customer service working around the clock. You will build and manage teams and take ownership over optimization of team performance. You will work closely with clients and the appropriate internal teams to quickly and effectively resolve issues.

Essential Responsibilities:

You will be the primary person responsible for maintaining and continuously improving our commitment to world-class customer service. You will also work extensively with our Professional Services teams on a variety of initiatives.

- Lead, organize and drive execution within the Global Customer Support team.
- Have strong financial responsibility and accountability. Also, must have strong operational discipline, driving world class customer support.
- Track, analyze, report on and optimize customer service metrics for on premise and cloud hosted solutions.
- Create systems, processes, and tools to support the growth of the organization to support a Multi-Million $ software business, providing a seamless, effortless customer support experience across P&Ls, partners, and support channels.
- Identify areas for improvement in customer service, develop initiatives to address these areas, and lead the team in executing and optimizing these initiatives swiftly and effectively.
- Develop and improve customer service best practices and guidebooks that reflect our commitment to achieving the highest standard of client satisfaction, and use these materials to train new team members effectively.
- Lead the team in communicating effectively with clients and addressing issues rapidly and fully, either through direct action or by pulling in other relevant parties and seeing problems through to their full resolution.
- Provide thoughtful leadership, strategic insight and clear communication (both written and verbal) to the team.
- Have dotted line / cross functional management of other leaders across functional teams will be common to realize the vision and strategy.
- Will engage customers at CxO/executive to present vision/strategy, understand the needs/trend, influence the customer decisions and build trust & relationship
- 30-50% of the time to travel within US and globally

Requirements

Qualifications/Requirements:

- Bachelor's Degree in technical majors
- A minimum of 15 years of experience in industry
- A minimum of 8 years of experience in Product Management/Strategy functions
- A minimum of 7 years of experience in technical & customer facing roles with proven track record
- A Minimum of 5 years of strong people management in hiring, mentoring and enabling teams to achieve goals
- PMP Certification from PMI Institut
- ITIL Certification on Service Level and Escalation Management
- Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen
- Must be willing to travel 50% of the time
- Must be willing to work out of an office located in Riyadh

Desired Characteristics:

Technical Expertise:

- Proactively makes or recommends decisions based on in-depth analysis; Able to define critical problems to be solved; Identifies data sources required to execute analytic; With guidance from manager, able to select and conduct advanced analytic techniques; Uses a formal process to present findings and recommend specific actions that relate to business objectives; Proposes alternative business strategies as appropriate; Applies data visualization to support finding.
- Can instruct others on processes and procedures. Advises the customer on most favorable outcome, anticipates potential issues to proactively circumvent issues. Adapts to exceptions and develops new procedures and workarounds for others to use. Resolves issues pertaining to scope, schedule and budget, or drive change management. Defines quality requirements.
- ITIL Certification on Service Level and Escalation Management
- Modifies processes to simplify.

Business Acumen:

- Increases client engagement to further 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. Engages and influences other business functions to deliver to customer success factors. Demonstrates empathy and drives actions based on customer situations and needs.
- Anticipates potential risks and obstacles and resolves proactively to ensure smooth project delivery. Maintains high levels of customer satisfaction across all projects. Addresses customer concerns quickly and effectively; at times, anticipates customer concerns before they become issues.

Leadership:

- Establishes & communicates team members' roles in relation to their function and data. Encourages groups to work together to efficiently resolve problems. Proactively coaches and/or mentor's others to improve their contribution to the team. Fosters relationship mbuilding between team members and those outside the team. Works with others to achieve goals without regard to band/title. Identifies gaps in roles on teams, and is recognized for growing and distributing talent pools across the organization.
- Creates meaningful stories and two-way communications that drive behavior. Communicates functional strategy and roadmap with sufficient detail for teams to utilize. Describes functional area information to leaders. Coaches others on effective presentation skills. - - - Collaborates with leadership on mediums and messages that drive the intended direction of the organization with measurable results. Determines the need for theoretical explanations vs. a business actionable answer in a presentation.
- Ability to lead matrixed team to drive customer situations and function as point of contact for major escalations. Experience managing IT operations center for large IT organization. Seeks to recognize failure points proactively and communicate concerns to product team. Drives organizational awareness of processes, delivers regular updates and communication on process changes through multiple communication channels. Able to manage customer expectations and de-escalate the issue.

Personal Attributes:

- Effectively directs and mentor's others in critical thinking skills. Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices. Finds important patterns in seemingly unrelated information.
- Demonstrates a passion for work and for continual learning. Persistently seeks to accomplish challenges and approaches difficult situations with optimism. Encourages their team's commitment to GE's corporate goals and beliefs. Identifies new opportunities by creating bonds of trust with customers.

About the Company

GE is a diversified technology, media and financial services company, dedicated to creating products that make life better. From aircraft engines and power generation to financial services, medical imaging, television programming and oil and gas, GE operates in more than 100 countries and employs over 300,000 people worldwide.

GE's Oil & Gas business is a leader in the development and delivery of advanced product and service offerings for the global oil and gas industry. As a consequence of the rapid expansion of its technology base, GE's Oil & Gas is capable of addressing the largest and most complex engineering and application challenges entirely from its own worldwide resources. So whether it's the world's largest LNG compression trains, re-injection of high sulfur gas, enhancing the safety and productivity of the world's oil and gas pipelines, or equipment for the production of oil and gas from harsh environments, GE is leading the charge.