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Customer Quality Leader

4 months ago

New York, New York, United States GE Full time
Job Description SummaryThe Customer Quality Leader (CQL) is an advocate for GE Gas Power customers to ensure that the business understands customers' priorities and is driving to satisfy their needs. The leader will partner with colleagues assigned to functional Quality (the global thread) to drive Quality improvements that have a positive impact on customer. An experienced agent of cultural change, this leader will be a strong influencer with a track-record of delivery.
Has in-depth knowledge of best practices and how own area integrates with others; has working knowledge of competition and the factors that differentiate them in the marketJob Description

Roles and Responsibilities

  • Provide strong Quality leadership in support of business goals and objectives
  • With the Region leadership team, build a Quality Culture throughout the organization – one where defects are not accepted, created, or passed-on.
  • Serve as a change agent in institutionalizing Quality, Lean, and simplification methodologies, to drive effectiveness
  • Coordinate cross-functional and operation Non-Conformance Reports (NCRs) completion
  • Lead and support Root Cause Analysis including overseeing the implementation and effectiveness of corrective and preventive actions
  • Lead a regular operating rhythm around outage planning and customer facing metrics including trend analysis and improvement plans for Services Operations.
  • Ensure specific customer Quality issues are captured through Quality Operations tools (NCR, CX surveys, HELP, Cost of Poor Quality, Customer Events) and track function issue resolution
  • Own the Quality team's relationship with specific prioritized customers, by country and/or by product
  • Understand our customers' greatest quality challenges And Work with operating leaders and teams to create a roadmap of continuous improvement projects and track the implementation and impact on customer facing metrics
  • Work collaboratively as a team with other Customer Quality Leaders to share workload and best practices as necessary
  • Manage Customer HELP cases and ensure timely resolution of issues.
  • Drive implementation of the Quality Management System, perform Audits, and drive compliance improvement and simplification of the QMS
  • Constantly seek, share, and implement best practices

Required Qualifications

  • Bachelor's degree in engineering or other technical discipline
  • 5-year operational experience (field service, supply chain, engineering, repairs, customer service, etc.)
  • 5 years' experience in Oil & Gas or Energy industry.
  • 3 Years in project management and continuous improvement.

Eligibility Requirements

  • Willingness and ability to travel approximately 30% of the time on average (may include seasonal variability)
  • Fluent in English

Desired Characteristics

  • Strong customer orientation and willingness to promote customer interests.
  • Strong, proven previous leadership capabilities; leading teams (directly or indirectly) and driving change.
  • Proven ability to build relationships and influence stakeholders to become supporters.
  • Proven ability to work efficiently without direct supervision. Self-motivated with demonstrated ability to motivate others to achieve results.
  • Ability to communicate requirements and facilitate good practice-sharing in a motivating, engaging way.
  • A procedure mindset and ability to implement procedures and monitor compliance.
  • Strong analytical and quantitative skills. Familiar with statistics, six-sigma, quality assurance & quality control and other quality concepts.
  • Committed to process improvement.
  • Strong oral and written communication skills
  • Strong interpersonal and team building skills.
  • Strong network within Gas Power Services, Parts, Repairs, Global Supply Chain & Engineering would be a distinct advantage.
  • Black Belt certification and/or a proven education or work history in statistical analysis of complex data and measurement systems.
  • Master's degree (MBA) or other advanced learning or equivalent experience
  • Significant experience in quality roles and/or continuous improvement
Additional Information

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

Relocation Assistance Provided: No

#LI-Remote - This is a remote position