Job Description SummaryResponsible for providing “best-in-class” customer experience for collaboration and digital workplace technologies. You will be expected to leverage new technologies and analytics to continuously improve the customer experience. This position will be responsible for both working directly with customers, as well as providing technical leadership and mentoring to support engineers on the team to help develop their domain expertise and execution.

Job Description

Job Description

Research, troubleshoot and lead resolution of issues involving all aspects of customer-facing solutions, including (but not limited to) user interface, product functionality, application performance, data collection/storage, analytics, and customer data.Review end-to-end customer support processes to proactively identify gaps and prioritize/execute IT process improvements that increase customer satisfaction and contribute to overall customer success.Interface directly with customers to triage application-related issues and drive prompt resolution by working with cross-functional business teams.Provide timely, proactive communications to stakeholders on significant issues and developments.Develop and report on metrics, including operational metrics, case statistics, and customer surveys.Serve as the single point of contact for the customer via verbal and written communication.Adhere to all processes and methodology for Knowledge Centered Support and create knowledge content.Participate in key initiatives as a project member owning tasks and delivering results to achieve defined project goals.

Education Qualification

Bachelor’s degree from accredited university or college with minimum of 2 years of professional experience OR Associates degree with minimum of 5 years of professional experience OR High School Diploma with minimum of 7 years of professional experienceNote: Military experience is equivalent to professional experienceMinimum of 2 years of IT operations/technical engineering.

Eligibility Requirement:

Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job.This position requires the candidate to have an active U.S. Department of Defense (DoD) security clearance or the ability to obtain one. Applicants must be U.S. citizens and eligible to obtain and maintain a DoD security clearance. The security clearance process includes a thorough background investigation and may require the candidate to provide detailed personal information.

Desired Characteristics

Technical Expertise:

Experience with front-end technologies such as Javascript, HTML5, CSS, AngularJSExperience with JavaScript language, CSS & HTML (HTML5)Experience with JavaScript frameworks (JQuery, Angular, etc.) Agile & SCRUM development experienceProficient with common desktop applications such as Excel, Word, PowerPoint

Business Acumen:

Demonstrated customer focus – evaluates decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint and partners with customers to help shape their future initiativesAbility to manage to aggressive deadlines while staying true to strategic outcomesAbility to understand and communicate complex business, and technical issues clearly and accuratelyAbility to translate vision/mission into actionable, quantitative plans

Personal Attributes:

Ability to influence and build strong relationships with peers and senior managers in various geographical locationsStrong analytical, planning and organizational skills to manage multiple tasks and processes effectivelyExcellent written and verbal communication skillsAbility to work independently on projectsSharp eye for detailHighly collaborative, team-oriented individualPositive, enthusiastic and confident attitude

This role requires access to U.S. export-controlled information. If applicable, final offers will be contingent on ability to obtain authorization for access to U.S. export-controlled information from the U.S. Government.

Additional Information

GE Aerospace offers a great work environment, professional development, challenging careers, and competitive compensation. GE Aerospace is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE Aerospace will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

Relocation Assistance Provided: No