About Us :
ServiceMax from GE Digital is revolutionizing Field Service. There are more than five million field service technicians in the United States alone tasked with keeping our world running
yet today there is no standard technology for managing the way companies empower them to truly delight their customers in the field.
ServiceMax from GE Digital is rethinking
field service, and delivering cutting edge technology to help companies perfect service delivery, drive revenue and growth, and delight customers.
The impact of ServiceMax from GE Digitial is simple : lower costs, greater efficiency, and happier customers; all while increasing revenue.
are doing big things at ServiceMax From GE Digital ! We have an enormous opportunity ahead of us, and we know that our people will be the difference between execution and mediocrity.
We hire results oriented professionals with passion for their work. We work hard of course, but we also have lives outside of the office -
we know that this balance keeps us fresh every day. We focus on things that matter, we get stuff done, and we avoid
bureaucracy and politics. We have consideration for our colleagues, partners, and customers, and we know we will succeed on the highroad.
Role Summary :
Responsible for managing the Customer Escalations for the Product in GA. This role will also be responsible for compiling the Metrics and presenting the Engineering status to Management.
Essential Responsibilities :
Leadership is demonstrated through team leadership and knowledge in a specific technical area.
Begins to demonstrate deeper expertise in engineering methodologies / tools and drive best practices.
Demonstrates an ability to communicate the technical knowledge through project management and contributions to product strategy.
Provides coaching, feedback, developmental opportunities, etc. to directs
Leads team in handling complex and escalated support issues and claims with heavy focus on internal and external communication
Develop, own, and drive action plan for escalations, serving as the central point of contact for customer escalations
Lead escalation management activities and coordinate cross-collaboration with the global team to ensure customer satisfaction
Available as needed to investigate and manage escalated customer issues around the clock, including weekends and holidays
Daily leadership, monitoring and reporting of team performance, ensuring that company service and quality goals are achieved.
Provide technical mentorship to peers and various support team members.
Identify possible escalated tickets and accounts and delegate to new team members to develop an action plan around the issue.
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Qualifications / Requirements :
Bachelor’s Degree in Computer Science or in STEM Majors (Science, Technology, Engineering and Math)
A minimum of 8 years of professional experience.
Experience in any CRM solution such as SalesForce.com, Siebel, PeopleSoft, Oracle.
Experience handling Escalations and a Customer facing role.
Experience handling people.
Sound knowledge and hands-on exposure to a major Relational Database Management System
Desired Characteristics :
Relevant and proven experience supporting enterprise level, mission-critical applications in a customer facing role
Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals.
Exceptional negotiation skills to ensure the technical issue is resolved
Problem Solver with Technical Aptitude. Demonstrated success as a highly creative, curious technologist and problem solver with strong understanding of SaaS applications
Strong communication and presentation skills.
Excellent verbal and written skills (specifically in the documentation and presentation of findings), as the role requires heavy interface with customers.
A True Team Player. Strong interpersonal skills, demonstrated by the ability to : listen to and empathize with others;
convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with and facilitate small groups.
Demonstrated ability to juggle and prioritize a high volume workload while handling details accurately, in a timely manner, and under pressure;
strong organizational skills
Locations : India; Bangalore