AEO LM2500 Product Support Engineering Product Line Leader

GE Aerospace•West Chester, PA

12d•Onsite

About The Position

The Product Service Engineer Product Leader focuses on bridging the gap between product development and customer needs by providing technical support, troubleshooting, and improving product performance after release. In this role, the member will be responsible for major and complex assignments with long-term business implications. This includes activities related to enhancing services technology, integrating customer data, or capturing engines/products reliability, availability, maintenance, safety, and other performance metrics. This role involves offering after-sales support, analyzing customer feedback, and collaborating with various teams to enhance product reliability and user experience. The PSE role is the voice of the customer within GE internal organizations; will act as a technical point of contact for GE Aeroderivative Engine Operations (AEO) Program Managers, Field Services, engine manufacturing, and production test cells. The PSE also translates internal GE information into external communication that is clear and transparent, keeping the customer at the forefront and ensuring they have the most relevant information to keep their fleet safe and operational. This role impacts the team's ability to achieve service, quality, and timeliness objectives and is subject to operating policy objectives. There is moderate autonomy within the role, and high levels of operational judgment are required to achieve the required outcomes.

Requirements

Bachelors Degree in Engineering or other “STEM” Majors (Science, Technology, Engineering and Math) from an accredited college or university.
5 years of gas turbine experience in operations, design or systems engineering.

Nice To Haves

Master's Degree in Engineering or other “STEM” Majors (Science, Technology, Engineering and Math) from an accredited university.
Familiarity with manufacturing processes
Demonstrated ability to analyze and resolve problems.
Experience leading or supporting root cause analysis (TOPS8D) or RCAs
Ability to drive projects to completion
Established project management skills
Strong oral and written communication skills
Strong interpersonal and leadership skills
Ability to interface effectively with all levels of the organization and external customers
Proven solid experience in fleet management field issues resolution.
Strong analytical skills and knowledge of aero-engines architectures and applications.
Able to prioritize work, plan milestones and communicate effectively to external customers.

Responsibilities

Interface with end users and program managers to provide technical assistance to customers and internal teams regarding product functionality, troubleshooting, and maintenance.
Support customer issue resolution, fleet issues, service bulletin implementation, monitoring & diagnostics, and fleet configuration.
Analyze field data, customer feedback, and performance trends to identify areas for product enhancement, reliability improvements, and cost reduction.
Support and at times lead for all AEO-driven RCAs for all product lines.
Provide strong supporting role for Baker Hughes-led RCAs, driving closure to AEO AI.
Work closely with systems engineers, design and manufacturing teams, and other stakeholders to implement design changes, improve product quality, and ensure smooth product launches.
Work with Engine System Design Integration, Design, and Quality to determine if a field plan is needed, and ensure the team takes this issue and proposed plan to technical review and the production control board.
Take the proposed plan (field impact) to the joint-venture production control board.
Create and maintain technical documentation, including service bulletins, service manuals, troubleshooting guides, and training materials.
Drive and lead team members' engagement and review of every submitted PCR (Publication Change Request) and ICR (Interim Change Request) and assist the team in implementing the appropriate action required.
Ensure all PCRs are approved for manual incorporation in a timely manner for each engine platform.
Drive and lead team members' engagement on all safety-related items sessions.
Work collaboratively within a global, cross-functional team (PSE, systems, repair, design) to provide guidance on field problem resolutions, corrective action implementation, and produce results to meet customer needs.