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Lead Customer Service Management Specialist

2 months ago

Springfield, Illinois, United States GE Aviation Full time

Job Title: Lead Customer Service Management Specialist

Job Summary:

The Lead Customer Service Management Specialist will provide on-site technical assistance to Military organizations, meeting both business and contractual objectives. As a liaison between the GE factory and the customer, the specialist will support the operation, management, repair, installation, and maintenance of assigned propulsion system products.

Key Responsibilities:

  • Provide interpretation of data and technical instructions
  • Provide technical assistance in the identification of and instructions on the use of special tools and handling equipment
  • Recommend and develop local informal training programs in support of maintenance and troubleshooting tasks
  • Review reported malfunctions and assist with fault analysis
  • Provide technical assistance and support to resolve maintenance problems
  • Review effectiveness of maintenance actions to identify training needs and improve maintenance practices
  • Assist customer with logistics tasks including work scope reviews, maintenance scheduling, data recording and hardware tracking/availability
  • Understand the operation of business tools to assist the customer in areas such as spare parts ordering, issue resolution, provisioning, and other business processes
  • Apply Lean Six Sigma analytical tools to assist the customer with root cause analysis, issue resolution, and trend analysis
  • Demonstrate best methods of disassembling, repairing, and assembling engines and engine components
  • Serve as liaison between customer and factory personnel related to maintenance, logistical, and operational tasks
  • Clear and concise reporting of field events to GE Product Support Engineering (PSE)
  • Proactive engagement with activities aimed towards reduced customer cost of ownership
  • Applies business skills to drive customer satisfaction and product performance to enhance business growth

Qualifications/Requirements:

  • Bachelor's Degree from an accredited college or university (or a High School Diploma/GED with a minimum of 4 years of experience in a field service/maintenance position as a Military Field Service Representative)
  • Minimum of 3 years of field maintenance, modification, and repair experience on propulsion system products
  • Eligibility Requirements:
    • Ability and willingness to travel as required
    • Ability and willingness to obtain and maintain a U.S. Government Secret Clearance
    • Ability and willingness to relocate to domestic or international locations to support the needs of the business
    • Ability and willingness to successfully complete all requirements for domestic and international customer assignments

Desired Characteristics:

  • Strong customer interaction and communication skills
  • Strong interpersonal and leadership skills
  • Proven analytical and quality improvement ability
  • Demonstrated proficiency in repair troubleshooting, shop operations, and testing of assigned programs/hardware
  • Able to work with and make formal presentations to all levels of maintenance, engineering, and management
  • Project management experience
  • Demonstrated ability to lead and influence GE customers and peers
  • Possess knowledge of the learning process and how to transfer technical knowledge to less qualified personnel, including the ability to express thoughts in both oral and written communications
  • Possess the ability to work independently, without technical guidance, and to perform all required work tasks
  • Possess a high degree of tact, diplomacy, and ability to work and cooperate harmoniously with customer personnel