Field Customer Experience, Productivity 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 execution of customer survey actions and closure plans

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

• Implement read-across strategies and deploy lessons learned across regions

• Provide execution insights to Commercial, Product Line, and Costing teams

• Drive initiatives for productivity improvement as measured by labor hours and contribution margin enhancement

• Lead supplier performance evaluations and cost-saving initiatives

• Identify opportunities for third-party cost reductions

• Support Continuous Monitoring improvement initiatives

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

• Enhance standard work adoption and consistency in field execution

• Act as the key liaison among customer feedback, field execution, quality systems, and productivity improvement programs

• Take ownership of customer experience enhancements, Voice of Customer initiatives, services quality management, field issue management, productivity programs, cost optimization initiatives, supplier performance, and continuous improvement efforts across global field services operations

⛳️ Requirements

• Bachelor's degree from an accredited university or college with at least 6 years of Controls experience, OR a High School Diploma/GED with a minimum of 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)

• More than 6 years of experience in OT Cyber Security, Field Engineering, OTR Engineering, or Controls Lifecycle Services

• Established knowledge of outage readiness methodologies and risk mitigation strategies

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

• Excellent oral and written communication abilities

• Strong leadership and influencing skills

• Proven capability to analyze and resolve operational challenges

• Demonstrated experience in program and project leadership

• Skill in documenting, developing, and executing operational excellence programs

• Legally authorized to work in the United States

• Successful completion of a drug screen, 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 providing 24/7 confidential assessment, counseling, and referral services

• Participation in the GE Vernova Retirement Savings Plan

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

• Company retirement contributions

• Access to Fidelity resources and financial planning consultants

• Tuition assistance available

• Adoption assistance offered

• Paid parental leave

• Disability benefits provided

• Life insurance coverage

• 12 paid holidays each year

• Flexible time off policy

• Opportunities for professional development

• Relocation assistance is not provided