Lead Customer Service Manager at GE - General Electric

Role Summary/Purpose:    
Essential Responsibilities:    

The Lead Customer Service Manager demonstrates leadership in communicating business goals, programs, and processes for an area or business segment. In this role you will utilize your experience or expertise to solve problems, develop and execute objectives for self and others, and have the ability to effect short-term and some long-term business goals.
· Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for each of the assigned product lines
· Responsible for knowledge of assigned product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the product
· Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region
· Service may include request for Field Support, customer training, maintenance planning, spare parts tooling, advice on operation and seminars and symposiums
· Effectively handle technical queries from assigned customers and be knowledgeable of and sensitive to business, social and cultural issues significant to their customers
· Initiate and maintain service billing and tracking including issuance of service dispatch orders
· Negotiate applicable concessions as they arise balancing maximum benefits / satisfaction for the customer with minimal acceptable financial impact to GE
· Responsible for building strong long-term relationships with specific customers within the region

Qualifications/Requirements:    

· Bachelor's degree from an accredited university or college (or a high school diploma/GED with at least 4 years of experience in a field services or customer service role)
· At least 3 additional years of experience in a customer service role

Additional Eligibility Qualifications:    
Desired Characteristics:    

· Prior experience in preparing, coordinating, and maintaining accurate detailed documentation necessary for contract performance is preferred
· Knowledge of forecasting, scheduling, pricing, warranty administration, and other related activity
· Ability to interface with internal and external customers
· Knowledge of markets and related customer expectations is desirable
· Six Sigma training is preferred
· Strong oral and written communication skills
· Strong interpersonal and leadership skills

Job Segments: Customer Service, Service Manager, Manager, Six Sigma, Field Service, Management, Manufacturing