Customer Support Delivery Manager - APAC

Job description

Job Description Summary

Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results.
The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

Job Description

At GE Vernova, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we live in.

The Customer Support Delivery Manager is a senior leader with specific deep expertise in customer relations, domain knowledge in electrical utilities, support process and technical software.  This role is responsible for providing critical business operational leadership for strategic regional Vendor support delivery and performance.  The manager works cross functionally at GEV to ensure delivery of high-quality support and long-term customer success.   The primary responsibilities include developing and driving action plans to accelerate Vendor issue resolution, maintaining vendor-to-customer communications, and advocating for the customer to ensure the successful operation of GEV support with Vendor(s).

The Customer Support Delivery Manager shall ensure that the Vendor is delivering the best possible support services, coordinating with the regional support leadership, TAMs, and cross functional stakeholders in commercial, sales and service delivery functions, including partner and vendor community, during the operation life of the GEV deployed solutions.

Serving as a primary point of contact between GEV Support and the Vendor, managing performance and support delivery to enable and facilitate collaborative engagement aligned with customer and GEV Vendor SLA and SLOs. The successful candidate will be expected to engage directly in strategic Vendor reviews, oversee operational Vendor performance delivery, drive and own process improvement initiatives, and work with the wider team to identify solutions that meet critical contractual SLAs.

Essential Responsibilities:

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Primary point of contact for GEV - Vendor support delivery across the region, enabling escalation and wider cross functional engagement, full lifecycle into and out of Vendor to GEV teams

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Supporting the Vendor in managing daily priorities and providing leadership across product, services and support functions to ensure customer success with OneGEV.  Focused on delivering exceptional customer success in collaboration with identified Vendor.

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Vendor reviews to ensure consistency of service delivery, performance, quality commitment and critical acceptance criteria is met

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Contribution to M&S proposals, especially concerning the analysis of customer requirements with the Vendor and the validation of quotations from the Vendor

Operational Expertise, Quality Delivery & Process Improvement, including :

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Vendor delivery metrics: On time delivery, Backlog and span for support issues

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Manage complex technical analysis, leading RCA across Vendor and cross functional teams, involvement in customer relations for matters related to the Vendor capabilities and performance

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Proactively identifying & delivering Vendor/GEV process improvements, managing Vendor requests & questions linked to GEV processes & tools

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Leadership and collaboration with technical expertise within Vendor community, Services & Engineering to ensure M&S commitments are met, assessing resources & skills needs and driving demand planning with the Vendor

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Ensure consistent application of M&S process, collaborating within region to drive consistent repeatable best practice and where possible, to influence global alignment

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Partner with product and engineering segment leads to align support policies with Product Lifecycle Policies

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Promote GEV values and integrity to all levels in the organization, champion for the Support function

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Commercial Support

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Bid (ITO) into Software Support Interface: contributing to complex proposals

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Enforcement of ITO_OTR handoff points

Basic Qualifications:

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Minimum of 2 years working with utility customers to support mission critical systems

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Bachelor’s degree from an accredited university or college; preferred Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math)

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Strong background in Support Service delivery with emphasis on vendor management and/or customer facing strategic leadership

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Customer orientated delivery leader with a sense of urgency delivering service, excellent vendor management skills, managing interactions to establish credibility and trust at senior level

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Strong and proven experience of working in a matrix organization

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Demonstrated record of delivering support, services or managing vendor in utility domain

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Excellent oral and written communication skills and mastery of PPT, Excel, word

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Ability to simplify complex issues, drive for creative and effective solutions

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Good management skills and proven team leadership ability

Desired Characteristics:

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Demonstrate strategic level skills in collaborating with different stakeholders, influencing decisions and an ability to take strategic view

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Identify and address inefficient processes

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Appraise and articulate the value of what is most important to the customer and how GEV products and/or services can meet those needs as part of Vendor strategy

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Addresses all customer concerns/issues in a timely and satisfactory fashion

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External customer focus understanding business processes within Vendor framework

As GE Vernova is a global organization, working across different time zones, and monitoring, reading and responding to contact outside normal working hours can be expected.

Additional Information

Relocation Assistance Provided: No

- This is a remote position