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Job Description Summary

Responsible for delivering product service support globally collaborating with operational teams and Service owners. This role is responsible for enhancing the user experience by continuously improving the service and experience.

Job Description

Roles and Responsibilities:

In this role, you will:

+ Strive to provide excellent customer service to employees from GE Businesses

+ Work hand in hand with operations in identifying & resolving issues directly with end users and vendors

+ Become an expert on product service within GE and accountable for identifying opportunities to improve overall user experience

+ Support end user issues by providing the effective solutions

+ Be aware of system-wide changes and application deployments that might impact application availability for users

+ Effectively manage escalations to resolution

+ Partner with product teams to plan and test automation solutions

+ Engage with the vendor to trouble shoot and resolve an issue within the product

+ Support quality initiatives for continuous service improvement & optimization

+ Measure application performance and availability against published SLA's and operational commitments

+ Drive to increase the business Net Promoter Scores (NPS)

+ Identify efforts to improve and simplify End-User experience by reducing the volume of tickets, reducing touch points, improve accountability, and driving the usage of the self-service tools

+ Participate in new technology pilots and programs to ensure end-user support readiness for go-live launches

+ Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training

+ Partner with other regional teams and services owners to share and promote best practices and lessons learned

Minimum Qualifications:

+ Bachelor’s degree from accredited university or college with minimum of 1 years of professional experience OR Associates degree with minimum of 4 years of professional experience OR High School Diploma with minimum of 6 years of professional experience

+ Note: Military experience is equivalent to professional experience

+ 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.

Desired Characteristics:

Technical Expertise:

+ Experience with the product

+ Background and experience in emerging technologies in cloud, IaaS, PaaS, SaaS and Microservices architecture

+ Experience with agile/iterative project methodology & tools

Business Acumen:

+ Strong oral and written communication skills

+ Strong business analysis and problem solving skills

+ Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices

+ Ability to interact at all levels of the organization and with other GE businesses

Leadership:

+ Excellent communicator, works well in a team environment, and welcomes challenges

+ Self-starter with ability to manage multiple priorities in a fast paced work environment

+ Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics

_This role requires access to U.S. export-controlled information. Therefore, employment will be contingent upon the ability to prove that you meet the status of a U.S. Person as one of the following: U.S. lawful permanent resident, U.S. Citizen, have been granted asylee or refugee status (i.e., a protected individual under the Immigration and Naturalization Act, 8 U.S.C. 1324b(a)(3))._

Additional Information

GE Aerospace offers a great work environment, professional development, challenging careers, and competitive compensation. GE Aerospace is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRights\_10\_20.pdf) . 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:** Yes

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.