Staff Customer Support Team Manager

GE Vernova | $114,400-$143,000

Steph's Notes:

Okay, this one gets extra points for being an energy company working on some cool alternative energy solutions, including wind turbines! I love wind turbines.

Careers page is standard corporate fare, but more bonus points for embedding what appears to be a live widget showing GE Vernova's ratings on Glassdoor.

Also very corporate job description, but the upside of that is that these kinds of JDs tend to be very clear about duties and responsibilities, and this one is no exception.

For roles in companies like these, those upsides for some can be downsides for others: they're usually really old-school working environments that tend to favor stability over rapid innovation. You skip a lot of the startup bullshit, but obviously, Business Granddaddies come with their own kind of bullshit.

I guess what I'm saying is, I'm putting this in **Eh, It's Probably Fine**, but mileage may vary more on this one than usual since I don't feature a lot of jobs from established megacorporations in Bad Job Bingo.

(Just a note: it looks like this role can be onsite in Foxborough, MA, or Remote in the United States and Ontario, Canada.)

Original Job Description: Staff Customer Support Team Manager

Job Profile 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. Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results.
The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

Job Description

Job Description

Roles and Responsibilities

• A job at this level requires a people leader with ability to hire and develop talent. Includes direct people management responsibility, staffing, and performance development.
• Drives standard work and key KPIs with a focus on continuous improvement and lean processes.
• Utilizes in-depth knowledge of a technical discipline, analytical thinking, and technical experience to execute policy/strategy.
• Has knowledge of best practices and how Technical Support integrates with other functions.
• Communicates with stakeholders of all levels across the organization to align and drive Technical Support execution.
• Uses judgment and has the ability to propose different solutions outside of set parameters to address more complicated issues with technical variety and/or interdependent components.
• Uses multiple internal and limited external sources outside of own team to arrive at decisions.
• Acts as a resource for colleagues with less experience. Leads small projects with low risks and resource requirements. Explains information; developing skills to bring team members to consensus around topics within field. Conveys performance expectations and may handle sensitive issues.

Required Qualifications

• For roles outside of the USA- This role requires advanced experience in the Services & Digital Customer Support Engineering. Knowledge level is comparable to a Bachelor's degree from an accredited university or college ( or a high school diploma with relevant experience).
• For roles in USA - Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).

Desired Characteristics

• Strong oral and written communication skills.
• Demonstrated ability to analyze and resolve problems, both technical and personnel related.
• Ability to document, plan, and execute programs.
• Able to effectively lead a team of remote, global, individuals of varying levels of experience.

Note: 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.

The salary range for this position is 114,400.00 - 143,000.00. 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 variable incentive compensation bonus.

Additional Information

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE 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.

GE 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: No

#LI-Remote - This is a remote positionGE Vernova’s businesses provide products and services through its Power, Wind and Electrification segments. The Power segment consists of Gas Power, Nuclear Power, Hydro Power, and Steam Power, the Wind segment consists of Onshore Wind, Offshore Wind and LM Wind, and the Electrification segment consists of Grid Solutions, Power Conversion, Electrification Software and Solar & Storage Solutions.