Onsite IMS Consultant - Operational

Job description / Role

Role Summary:

The Onsite IMS Consultant is responsible for driving the ongoing attainment of outcomes, technology adoption, and satisfaction for GE Power Digital's customers. They act as internal champion and quarterback, coordinating the cross functional approach required for sustained customer success and growth. Key focus areas will include setting team goals/priorities, enabling effective account coverage, and creating an inspiring team environment

Essential Responsibilities:

In this role, you will:
- Establish clear team goals/priorities in alignment with assigned Onsite Managed Services Engagement strategy.
- Monitor outcome performance on key metrics and employee satisfaction.
- Manage portfolio of accounts toward optimal coverage targets.
- Execution of action plans to achieve identified customer outcomes for named accounts by establishing critical goals or other key performance indicators.
- Enable customer interactions in a manner that establishes credibility and trust as a business advisor.
- Direct growth plans development at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.
- Manage the achievement of key performance indicators for team's portfolio identified accounts.
- Work with customer advocacy team to develop customer specific case studies and references to share team's portfolio of account's success.
- Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores.
- Advocate customer needs/issues cross-departmentally and lead/resolve account escalations.

Critical to success will be driving cross-functional collaboration and communication across sales, services, education, support, and product management to facilitate customer success touch points within your team's portfolio of accounts.

Requirements

Qualifications/Requirements:

Basic Qualifications:

- Bachelor's Degree from an accredited university or college in technical discipline
- At least 7 years of experience in power plant, monitoring and diagnostics operations, Digital, Operations and Maintenance or service
- At least 3 years of experience in a direct customer facing role
- At least 3 years of experience field service operations

Eligibility Requirements:

- Must be willing to work out of customer site located in Dubai, UAE (or with-in the region)

Desired Characteristics:

- Support customer on day to day monitoring their entire fleet reliability, availability, performance operation though predictive analytic alerts / verify the alerts interpreting data as well as providing technical inputs with regards to the same to improve the asset availability and reliability.
- Perform detailed predictive alerts, perform detailed analysis, support Client to perform root cause analysis (RCA) with graph and charts, symptoms diagnostics and recommendations.
- Support the Client reliability engineer (CRE) to decide the alert required to create a case or not based on severity/criticality (RCA).
- Assist CRE create to case in the system and coordinate with site to get resolution of cases.
- Guide & support Client on reliability management process to improve the asset availability and reliability and reduction of the O&M cost.
- Coaching of the tools, concept, applicability in the day to day operation towards meeting operational and reliability management, management overview dashboard, asset health indicator/availability factor.
- Peer-to-peer continuous on job training and knowledge transfer brings not only more consistent plant equipment availability reliability outcomes, but also empowers the employee with valuable analytical skills.
- Support the Client with all / any adhoc queries related to health of plant equipment and their operating model.
- Support Client to prepare cost/benefit analysis on weekly or months based on the number of alerts and cases.
- Reporting - prepare monthly managed services reports for the executives with details of findings, cost benefit analysis and top 5 financial impact cases.

Demonstrated ability to meet goals and objectives:

- Excellent communication skills, both written and oral
- Demonstrated ability to manage, analyze, and interpret data, reports and customer meeting
- Experience that would demonstrate service knowledge and understanding of digital solutions, gas turbine, combined-cycle, steam turbine and fossil and industrial assets data, networks, firewalls, historians, databases
- Working familiarity with sensor and mesh networks
- Insane curiosity for working with and understanding hidden patterns in data sets
- Experience in working with customers and selling value at all levels in the organization
- Strong oral and written communication skills
- Strong interpersonal and leadership skills
- Displays good interpersonal skills and is accessible and approachable
- Anticipates customer needs and works to ensures that they are met
- Measures processes and performance through the eyes of GE customers
- Communicates messages clearly and concisely
- Builds loyalty and commitment

About Us: GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE's mission and deliver for our 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.