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General Electric (GE) is an American multinational conglomerate corporation incorporated in New York and headquartered in Fairfield, Connecticut. The company operates through the following segments: Energy [2013 inactive], Technology Infrastructure, Capital Finance as well as Consumer and Industrial.
In 2011, GE ranked among the Fortune 500 as the 26th-la...
Role Summary/Purpose:
Service Delivery Leader is responsible for leading the planning, coordination, and execution of WCA LCT’s service delivery strategy to a) delight our customers, b) meet or exceed the LCT’s quality and service delivery performance metrics, and c) drive continuous improvement efforts and actions for and with the LCT’s field engineer and service delivery teams.
Essential Responsibilities:
Service Delivery performance metrics include but are not limited to the following:
- Efficient use of the field engineer team’s time and talents to maximize the customer experience and to achieve excellence in installation, warranty, and billed service events with a strong focus on faster customer response time and fix-it-right-the-first-time repair experiences for our customers,
- 100% on-time Preventative maintenance (PM) compliance,
- 100% on time field modification instruction (FMI) and recall execution,
- Workplace safety, quality and compliance related activities and programs,
- Net promoter score (NPS) and loyalty initiatives,
- Labor productivity,
- Spare part logistics, availability, and return,
- Tool calibration and return compliance
Essential Responsibilities
- Managing local service delivery
- Leading regional service delivery strategy development
- Driving improvement and implementation of required operational processes
- Establishment and monitoring of the key performance indicators
- Ensuring compliance to quality and regulatory requirements
- Driving projects for service delivery performance improvement
- Monitoring and improvement of service delivery productivity
- Optimizing the utilization of service resources
- Driving resource, capacity and capability development and alignment strategies
Qualifications/Requirements:
- Bachelor’s degree in engineering or technology
- Minimum 5 years of progressive work experience
- Minimum 3 years of operational or project management experience
- A valid NYSC discharge or exemption certificate will be required.
- Must have valid authorization to work full-time without any restriction in Nigeria
- Experience in leading cross functional and multicultural teams
- Strong interpersonal and leadership skills Strong verbal and written communication skills
- Facilitation and change management experience
- Demonstrated ability to motivate others and achieve results
- Strong analytical and quantitative skills
- Customer-focused in defining quality and establishing priorities
- Demonstrated commitment for process improvement
- Executive-level presentation skills
Additional Eligibility Qualifications:
Desired Characteristics:
Green Belt certified or familiar with Six Sigma quality concepts and tools Demonstrated experience in Lean Management practices
Job Segments: Law, Lean Six Sigma, Engineer, Compliance, Consulting, Legal, Management, Engineering, Service