Quality Specialist- Customer Liaison
About The Position
As the Customer Care Specialist, you will be a key customer Liaison to the customer and represent GE. You will be responsible to engage customers on warranty issues and lead the resolution of these issues. The Customer Care specialist represents the Voice of the Customer to the factory by providing feedback to the team for continuous improvement. You will be responsible to receive, manage, and resolve all customer concerns and complaints, documenting the reports in the ACT and QCR system. This includes providing technical support when needed, leading root cause analysis investigations, identifying proper materials and resources needed for any repairs, managing repairs needed in the field, and the return and repair of equipment at the factory. This role also will be responsible for monitoring and controlling warranty costs, organizing failure investigations and reports as needed, and providing regular feedback to the quality and production teams on issues identified in the field. The role is the key customer contact for all concerns and support.
Requirements
- Bachelor's degree from an accredited university in a related field with 1+ year of High Voltage circuit breaker customer service experience OR High School Diploma / GED with 2+ years of High Voltage circuit breaker customer service experience
Nice To Haves
- Strong project management skills, planning/organization, activity follow-up
- Experience in MS Office software including MS Excel and MS PowerPoint
- Experience working cooperatively and effectively in a team environment
- SAP knowledge
- Preferred Lean Manufacturing experience
- Strong oral and written communication skills
- Ability to document, plan, market, and execute programs
- Structured problem-solving experience (5 why, 8D, Fishbone, etc.)
- Willingness to travel (<15%)
Responsibilities
- Lead customer communications and represent GE to the customer
- Receive, manage, and resolve customer concerns and complaints
- Documentation and management of customer complaints in the ACT/QCR system
- Manage customer returns and repairs at the factory
- Controlling COPQ related to warranty and field repairs
- Supporting customer site and failure investigations and reports
Benefits
- medical, dental, vision, and 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, as well as 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
Mid Level
