Software Support Manager
Business Segment
GE Intelligent Platforms
About Us
At GE Intelligent Platforms, we’re sustaining the advantage. From our global water purification projects to our automated controls in the latest unmanned aerial vehicles, the GE Intelligent Platforms teams are turning their expertise in software, hardware, automation and embedded computing into leading products and services that solve our customers’ toughest challenges. Join our growing global organization and you’ll find yourself part of a goal-oriented team, working in a fast-paced, inter-functional environment full of professional challenges and opportunities to advance. If you’re a highly motivated self-starter who brings leadership and enthusiasm to everything you do, then join GE in creating the next generation of products that will improve the lives of consumers for generations to come.
Role Summary/Purpose
The Software Support Manager (SSM) provides operational and technical leadership for the Premier Support team. The SSM is responsible for developing and implementing team strategy, ensuring execution and delivery of team objectives, team personnel management, and managing escalated customer issues. The SSM will work with the GlobalCare Product General Manager to develop and implement new or expanded offerings for GlobalCare Premier customers as well ensure the overall success of the team.
Essential Responsibilities
* Personnel Management for a team of Software Solutions Support professionals and Customer Advocate professionals (local and remote employees including Team Leaders) * Develop team strategy required to achieve the Premier Support team and overall Software Technical Support team goals and objectives * Develop team staffing strategies. Recruit and hire key staff. * Employee technical development, career development, and training * Ensure successful team execution to provide technical support, application support, and customer advocacy (account management) for Enterprise level Proficy Automation and MES solutions. * Actively participate in the development, implementation and management of action plans for escalated customer accounts. * Interface with customer leadership regarding overall support offering, escalation, remediation plans, voice of customer input, etc. * Manage Channel Partner technical support relationships including the Certified Support Provider program * Interface with other SW Support Technical Managers, Engineering, and Marketing to ensure timely, high quality solutions to customer reported issues * Track team progress and metrics. Develop and implement corrective action and efficiency improvement plans. Report out to Software Technical Support and GE Intelligent Platforms Sr. Management * Work with the GlobalCare Management team to develop and implement new Support offerings for GlobalCare Premier customers.
Qualifications/Requirements
* Minimum 5 years design/application/support experience with GE Intelligent Platforms automation and operations management software or equivalent experience supporting complex software applications and solutions.* Minimum 5 years Customer Management experience* Proven ability to develop and manage technical action plans* Strong domain and application knowledge, particularly in the areas of automation, manufacturing execution, and analytics* Excellent organizational, customer relationship, verbal and written communication skills * Exceptional multi-tasking skills. Ability to organize and execute on multiple high priority tasks simultaneously.* Excellent problem solving and listening skills* Highly motivated, self starter, with a positive attitude* Proven ability to lead and influence employees and peers to accomplish common objectives* Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach.* Strong common sense and logical reasoning skills* Bachelors Degree; a two-year degree or extensive Technical Support background considered with appropriate experience.
Desired Characteristics
* Proven experience managing technical teams (including team leaders and remote employees)* Ability to quickly diagnose complex situations, isolate cause and drive resolution plans* Strong customer management, situational management, and time management skills* Ability to make priority decisions based on customer business situations.* Strong communication and presentation skills as measured by previous presentations to customers and/or employees * Manufacturing or Automation Software Industry experience* Position can be located in Foxboro, MA, Green Bay, WI or Albany, NY.