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 SLAs 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:

• Bachelors degree in computer science or “STEM” majors (Science, Technology, Engineering and Math) with a minimum of 2 years of 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

Note:

The salary range for this position is $83,300 - $110,000 USD Annual. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. In addition, this position is eligible for a performance bonus/variable incentive plan. This posting is expected to close on April, 25th, 2025.

GE Aerospace offers comprehensive benefits and programs to support your health and, along with programs like HealthAhead, your physical, emotional, financial and social wellbeing. Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach from GE Aerospace; and the Employee Assistance Program, which provides 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Aerospace Retirement Savings Plan, a 401(k) savings plan with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness. 

GE Aerospace (General Electric Company or the Company) and its affiliates each sponsor certain employee benefit plans or programs (i.e., is a “Sponsor”). Each Sponsor reserves the right to terminate, amend, suspend, replace or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor’s welfare benefit plan or program. This document does not create a contract of employment with any individual.

To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.This Job Description is intended to provide a high-level guide to the role. However, it is not intended to amend or otherwise restrict/expand the duties required from each individual employee as set out in their respective employment contract and/or as otherwise agreed between an employee and their manager.

This role requires access to U.S. export-controlled information. Therefore, for applicants who are not asylees, refugees, lawful permanent residents or U.S. Citizens (i.e., not a protected individual under the Immigration and Naturalization Act, 8 U.S.C. 1324b(a)(3), otherwise known as a U.S. Person), final offers will be contingent on the ability to obtain authorization for access to U.S. export-controlled information from the U.S. Government.

Additional Information