Job Description Summary
The Induction and Customer Experience Leader is responsible for bringing world class solutions focused on a positive Customer Experience. The selected candidate will be responsible for all processes related to engine induction, customer touchpoints, and the improvement of those systems and tools to improve the customer experience.
Job Description
Essential Duties & Responsibilities:
- Coordinate all Handover Meetings (HOM's) with Channel CSL/CPMs and internally with Aero Alliance Joint Venture team.
- Improve and Control the Project Workflow (WF) and the Handover Meetings (HOM) process.
- Standardize & simplify the Project WF, and the Handover Meetings (HOM) form enabling smooth and accurate handovers.
- Support CSL/CPM access to the systems and facilitate proper usage.
- Work with cross-functional teams to streamline communication channels - ensure smooth external handoffs between Service Center and Channels/Customers.
- Develop, maintain, and improve induction process for consistent experience between Channel Partners.
- Standardize shop visit requirements by ensuring proper NDA process.
- Host and coordinate all shop customer meetings/ tours not limited to proper safety briefings
- Develop a feedback forum for continuous improvement recommendations from Channel partners and Customers.
- Collaborate with the engine reports team to standardize and improve the rhythm, timing, and content of initial and final reporting needs to meet customer needs and improve communications with the Channels.
- Key support contact for Customer escalations working with cross functional teams to mitigate risks, issues, and support the communication of accurate commitments and status to Channels and Customers
- Support quality investigations and follow through to ensure CAPA are implemented, and resolutions are communicated to customers.
- Engage in sales activities/events for Channel & Customer network.
- Support the development of world class systems, tools, and reports to communicate relevant information, metrics, both internally and externally.
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Basic Qualifications/Requirements:
- Bachelor's degree in engineering, Operations Management, Supply Chain Management, or a related field.
- 7+ years of experience in a project management or operations-related field, with a focus on Gas Turbine repair or comparable technical projects.
- Capable of influencing and driving strategic change agenda across the organization
- Proficiency with ERP/MRP systems with a track record of ensuring system accuracy and effectiveness in supporting supply chain operations.
- Familiarity with materials management disciplines, including Sales & Operations Planning (S&OP), and experience aligning tactical execution with strategic planning goals.
Desired Characteristics:
- Experience in Contract Management / Risk Management
- Experience in aerospace or aviation manufacturing..
- PMP Certification or equal Project Management certificate
- Master's Degree in Business Administration or Engineering
- Change management experience
- Drive to improve the way we work & readiness to change
About Us: Aero Alliance is a Joint Venture that serves three segments of customers - its two parent companies, Baker Hughes and GE Vernova, as well as the Authorized Service Providers (ASP) network. At Aero Alliance, our purpose is to deliver improved product, repair & execution strategy & fulfillment with best-in-class quality, speed and cost for the JV Partners & ASPs.
Our people are the trusted experts, relied on to solve challenges big and small. We invest in the health and well-being of our workforce, train and reward talent, and develop leaders at all levels to bring out the best in each other.
We believe in creating an environment of diversity and inclusion, without bias. We know we are better when all of our people are developed, engaged, and able to bring their whole authentic selves to work. We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
Additional Information
GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. GE Vernova 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 Vernova 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