Job Description

Summary Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Impacts departmental operations and responsible for planning/execution. The role has some autonomy but is focused on execution of activities within an operating discipline covered by standard functional practices and procedures. Some judgment may be required but this is typically with guidance.



Roles and Responsibilities

• Contribute to the implementation of MES solutions utilizing the Software Suite. Own technical deliverables during the entire lifecycle of the projects. Engage throughout the full lifecycle of assigned projects, participating in decisions on architecture, design, and functionality to keep programs on track in terms of budget, time, and customer expectations. Work closely with the client to understand their needs and develop strategies tailored to their organization through site assessments. Also make standard recommendations on workflow, application, interface, reports, testing and uploads to customers through the implementation process. Is responsible for go-live readiness and support as well as post-live checkups and will be required to work collaboratively with internal team members and clients to ensure customer satisfaction
• Developing in-depth knowledge of a technical discipline. Uses prior experience and acquired technical expertise to execute policy/strategy.
• In-depth understanding of key business drivers; uses this understanding to accomplish own work. In-depth understanding of how work of own team integrates with other teams and contributes to the area.
• Uses some level of judgment and has ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and on-the-job training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.
• A job at this level is likely to be an individual contributor with proven interpersonal skills or an early people leader who can hire and develop talent. Provides informal guidance to new team members

• Bachelor's Degree in Software, or STEM Major (science, technology, engineering, math) from an accredited university or college.
• Accountable for proactive leadership of direct reports to include ongoing direction, coaching, and career development.
• Optimize resources & manpower deployment to achieve OP & productivity targets for product specific business segment
• Own operational processes (PM completion, Overtime management, tool utilization etc.).
• Proactively identify customer needs and develop and implement customer specific solutions.
• Leads service and/or field delivery for assigned team
• Leverage internal relationships to enhance business performance and customer experiences.
• Promote a safe working environment and ensure compliance with applicable EHS policies and procedures.
• Drive change initiatives as required to improve efficiencies and execute on business commitments.
• Act as main point of contact for assigned portfolio, ensuring customer's ongoing satisfaction (including gathering client VOC and funneling to appropriate internal teams).
• Assist customer in escalating critical service and support issues for installed/live products.
• Work with appropriate internal and external stakeholders to drive escalations to closure by facilitating internal communication and ensuring internal processes are leveraged.
• Develop knowledge of customer business goals, processes, and success measures to act as internal resource of information about the customer (e.g., contact information, overall customer temperature, "hot" issues).
• Forecast and track revenue generated from assigned customers and work collaboratively with the GED MFG sales organization.

• Min 10 years of working experience on GE Proficy Plant Apps, Historian
• Software skills in software analysis, design, methodology, and architecture
• Demonstrated ability to learn new software development practices and tools
• Design and Development experience with Web Technologies such as such as Angular, HTML 5, JavaScript, CSS and jQuery
• Excellent Knowledge with Windows, .NET or Java, SQL databases, Web Services and SOA technologies.
• Strong spoken and written English language skills
• Experience with data extraction and conversion.
• Shares knowledge, power and credit, establishing trust, credibility, and goodwill.
• Coordinates role responsibilities with that of others to achieve mutual goals.
• Encourages groups to work together to efficiently resolve problems.
• Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.
• Should be min 70% billable to project initiative and 30% resource management