Field Customer Experience Leader

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee global Voice of Customer initiatives and customer satisfaction programs.

• Manage Services QMS processes, ensuring compliance and governance.

• Facilitate the completion of customer survey actions and closure plans.

• Lead the management of field defects, failures, escapes, and corrective actions.

• Establish cross-regional read-across and deployment of lessons learned.

• Provide execution feedback to the Commercial, Product Line, and Costing teams.

• Initiate productivity improvement projects measured by labor hours and contribution margin enhancements.

• Conduct supplier performance evaluations and savings initiatives.

• Identify opportunities for third-party cost reductions.

• Support initiatives aimed at Continuous Monitoring improvements.

• Collaborate with Engineering and Product teams to address recurring customer challenges.

• Enhance standard work adoption and ensure consistency in field execution.

• Act as the main liaison between customer feedback, field execution, quality systems, and productivity enhancement programs.

• Report to the Global Services Operations Leader.

⛳️ Requirements

• Bachelor’s degree from an accredited institution or a minimum of 6 years of Controls experience, OR a High School Diploma/GED with at least 10 years of Controls experience.

• At least 4 years of experience with GE Control Products and Mark VIe systems in Services, Engineering, Commercial Operations, Project Management, or Field Execution.

• Over 10 years of experience with GE Controls Product Systems (Mark VI, Mark VIe, LCI, EX2100, static starter, and turbine control systems).

• A minimum of 6 years in OT Cyber Security, Field Engineering, OTR Engineering, or Controls Lifecycle Services.

• Proven expertise in outage readiness methodologies and risk management.

• High proficiency in Microsoft Office Suite, Power BI, and digital reporting tools.

• Excellent oral and written communication skills.

• Strong leadership and influencing abilities.

• Demonstrated capacity to analyze and resolve operational challenges.

• Proven capabilities in program and project leadership.

• Ability to document, develop, and implement operational excellence initiatives.

• Legally authorized to work in the United States.

• Successful completion of a drug screening, if applicable.

🏝️ Benefits

• Discretionary annual bonus.

• Medical, dental, vision, and prescription drug coverage.

• Access to a Health Coach from GE Vernova, a 24/7 nurse-based resource.

• Employee Assistance Program offering 24/7 confidential assessment, counseling, and referral services.

• GE Vernova Retirement Savings Plan.

• Tax-advantaged 401(k) savings plan with company matching contributions.

• Company contributions to retirement plans.

• Fidelity resources and financial planning consultants.

• Tuition assistance.

• Adoption assistance.

• Paid parental leave.

• Disability benefits.

• Life insurance.

• 12 paid holidays.

• Permissive time off.

• Opportunities for professional development.

• No relocation assistance.