FieldCore Global Customer Experience&Quality Mgr in San Diego, California

Requisition Number 17-0634

Post Date 7/3/2017

Title Global Customer Experience&Quality Mgr

City Various USA

Country United States

Description

FieldCore, a GE company, is a new, independent industrial field services company that will deliver the highest standard of field services excellence and capabilities for GE and its customers. A GE company, FieldCore will bring together the field services expertise

and people from both Granite Services and GE’s Power Services into one powerhouse. Driven by the values of safety, quality, and integrity, FieldCore will be built to deliver operational excellence for customers in the power generation, oil & gas, nuclear,

and wind power markets. For more information, check out www.fieldcore.com

Important! To apply to this position, please scroll to bottom of posting and Click- “Apply On Line”

Role Summary/Purpose:

The Global Customer Experience and Quality Manager will partner with the Regions, Operations, Functions, and Service Lines to drive Customer Experience quality improvements using Continuous Improvement methodologies. This senior position will be responsible

for defining, standardizing, and providing the Customer Experience measurement, analytics, and reporting Globally. Lead the Center of Excellence for Customer Experience, and will lead the measurement and improvement of Quality Culture, responsible for defining,

standardizing, and providing Quality Culture improvement methods and tools globally.

Essential Functions:

  • Establish and continuously improve the Customer Experience natural language processing models and analytics

  • Provide status, trends, analysis, and improvement opportunities to Regional, Operational, Functional, and Service Lines

  • Identify and lead systemic, global, high-impact Customer Experience improvements

  • Support teams globally in the analysis of Customer Experience data and the identification and successful implementation of improvement opportunities – lead the Customer Experience Council to share insights, ensure strategy is put into action, and leveragegood practices across the organization

  • Establish and implement best practices by benchmarking and otherwise gathering from internal and external sources

  • Establish and implement the Quality Culture program

  • Establish and continuously improve the Quality Culture model and analytics

  • Provide status, trends, analysis, and improvement opportunities to Regional, Operational, Functional, and Service Lines

  • Chair the Quality Culture council – ensure strategy is put into action and leverage good practices across the organization

  • Identify and lead systemic, global, high-impact Quality Culture improvements including global initiatives such as “Stop Work”, Leadership Observations, etc.

  • Support teams globally in the analysis of Quality Culture data and the identification and successful implementation of improvement opportunities

  • Establish best practices by benchmarking and otherwise gathering from internal and external sources

  • Perform other duties as assigned

  • Moderate travel requiredQualifications/Requirements

  • 8+ years progressive experience and demonstrated success/knowledge

  • 4+ years of Quality experience

  • Bachelor’s degree experience and demonstrated success/knowledge

  • Experience in power generation or technical industry can be substituted for degree and/or project management experienceDesired Characteristics

  • Proficient computer programmer

  • Tableau and/or Clarabridge developer

  • Field service experience

  • Hospitality service experience

  • M/BB certification and/or a proven education or work history in statistical analysis of complex data and measurement systems.

  • Established networks within Granite and GE Power, especially Services, Parts, Repairs, Global Supply Chain & Engineering


  • We are an Equal Opportunity Employer, including disabled and vets.

  • For more information regarding affirmative action and equal employment opportunity click here at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf .