Job Description Summary

Job Description

Roles and Responsibilities

• Drive overall postsales relationship with assigned contracts including activities such as training professional services technical support renewals expansion and advocacy. Interact with members of the customer service parts & transactional services field service repair service and/or other teams. Function as liaison between internal organizations and customers for assigned contracts.
• Own and manage contract set up delivery and financials (Revenue & CM)
• Developing specialized knowledge in their discipline. Serves as best practice/quality resource. Has awareness of latest technical developments in own area. Contributes towards strategy and policy development and ensure delivery within area of responsibility
• Build and maintain proactive longterm relationships with customers and owning customer success based on renewal rate NPS and other metrics
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction and constant feedback
• Act as first point of contact for all contract and customer related issues
• Develop and maintain technical knowledge to educate customers on the value of our products and services to drive CLS upsell opportunities
• Own and achieve orders operational plans the commercial strategy (Inquiry to Order order close) and proposal development for aftermarket services within assigned contractual and/or warranty customers
• Provide continuous insight and relay the voice of customer with internal teams including Sales Product Line Technical Support and Engineering
• Identify product and service improvements by remaining current on customer needs as well as industry and market trends.
• Update and maintain the contractual and/or warranty database with the most relevant account details to provide installed base analytics and drive renewal and customer retention strategies.
• Effectively communicate progress strategies and financial performance to all levels of the organization including executive leadership ensuring alignment and transparency across teams.
• Drive overall postsales relationship with assigned contracts including activities such as training professional services technical support renewals expansion and advocacy. Interact with members of the customer service parts & transactional services field service repair service and/or other teams. Function as liaison between internal organizations and customers for assigned contracts.
• Own and manage contract set up delivery and financials (Revenue & CM)
• Developing specialized knowledge in their discipline. Serves as best practice/quality resource. Has awareness of latest technical developments in own area. Contributes towards strategy and policy development and ensure delivery within area of responsibility
• Build and maintain proactive longterm relationships with customers and owning customer success based on renewal rate NPS and other metrics
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction and constant feedback
• Act as first point of contact for all contract and customer related issues
• Develop and maintain technical knowledge to educate customers on the value of our products and services to drive CLS upsell opportunities
• Own and achieve orders operational plans the commercial strategy (Inquiry to Order order close) and proposal development for aftermarket services within assigned contractual and/or warranty customers
• Provide continuous insight and relay the voice of customer with internal teams including Sales Product Line Technical Support and Engineering
• Identify product and service improvements by remaining current on customer needs as well as industry and market trends.
• Update and maintain the contractual and/or warranty database with the most relevant account details to provide installed base analytics and drive renewal and customer retention strategies.
• Effectively communicate progress strategies and financial performance to all levels of the organization including executive leadership ensuring alignment and transparency across teams.

Required Qualifications

• Bachelors degree from an accredited university or college
• At least 6 years Experience with GE Controls Products Mark VI/Mark VIe control system in commercial services engineering and/or project management
• Substantial experience in control systems field services engineering.
• Fluency in English Arabic & French Languages.
• Expect more than 50 travel.

Desired Characteristics

• Masters degree in Engineering from an accredited university or college
• Strong oral and written communication skills.
• Strong interpersonal and leadership skills.
• Demonstrated ability to analyze and resolve problems.
• Demonstrated ability to lead programs / projects.
• Ability to document plan market and execute programs.
• Minimum 10 years of Mark VIe control system experience in commercial services engineering and/or project management
• 5 years experience in the OT Cyber Security industry in Mark VIe field engineering or OTR engineering and in direct sales
• Leadership Black Belt or Group Facilitation experience
• High proficiency with computer tools (MS Office suite)

Additional Information