Field Customer Experience & Productivity Leader
About The Position
Vernova Purpose GE Vernova is accelerating the path to more reliable, affordable, and sustainable energy, while helping our customers power economies and deliver the electricity that is vital to health, safety, security, and improved quality of life. Are you excited at the opportunity to electrify and decarbonize the world? What impact you’ll make Reporting to the Global Services Operations Leader, the Field Customer Experience & Productivity Leader will own customer experience improvement, Voice of Customer (VOC), services quality management, field issue management, productivity programs, cost optimization initiatives, supplier performance, and continuous improvement activities across global field services operations. This role serves as the primary interface between customer feedback, field execution, quality systems, and productivity improvement programs.
Requirements
- Bachelor's degree from an accredited university or college and a minimum of 6 years Controls experience, OR High School Diploma/GED with a minimum of 10 years Controls experience.
- Minimum 4 years of experience with GE Control Products and Mark VIe systems in Services, Engineering, Commercial Operations, Project Management, or Field Execution.
Nice To Haves
- 10+ years of experience with GE Controls Product Systems (Mark VI, Mark VIe, LCI, EX2100, static starter, and turbine control systems).
- 6+ years of OT Cyber Security, Field Engineering, OTR Engineering, or Controls Lifecycle Services experience.
- Proven knowledge of outage readiness methodologies and risk mitigation.
- High proficiency with Microsoft Office Suite, Power BI, and digital reporting tools.
- Strong oral and written communication skills.
- Strong leadership and influencing skills.
- Demonstrated ability to analyze and resolve operational issues.
- Proven program and project leadership capabilities.
- Ability to document, develop, and execute operational excellence programs.
Responsibilities
- Lead global Voice of Customer programs and customer satisfaction initiatives.
- Own Services QMS processes, compliance, and governance.
- Drive completion of customer survey actions and closure plans.
- Lead management of field defects, failures, escapes, and corrective actions.
- Establish read-across and lessons learned deployment across regions.
- Provide execution feedback to Commercial, Product Line, and Costing teams.
- Drive productivity improvement initiatives measured in labor hours and contribution margin improvement.
- Lead supplier performance reviews and savings initiatives.
- Identify third-party cost reduction opportunities.
- Support Continuous Monitoring (CM) improvement initiatives.
- Partner with Engineering and Product teams to resolve recurring customer issues.
- Improve standard work adoption and field execution consistency.
Benefits
- medical
- dental
- vision
- prescription drug coverage
- access to Health Coach from GE Vernova, a 24/7 nurse-based resource
- access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services
- GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions
- access to Fidelity resources and financial planning consultants
- tuition assistance
- adoption assistance
- paid parental leave
- disability benefits
- life insurance
- 12 paid holidays
- permissive time off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
