Senior Manager, Service Execution

At GE Appliances, a Haier company, we come together to make “good things, for life.”  As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way.  We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together.  

The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together, we always look for a better way, and we create possibilities. 

Interested in joining us on our journey? 

The Advanced Service Operations team has an exciting opportunity for an exceptional leader who is passionate about supporting new product launches and being an integral part of cross-functional teams for Air and Water New Product Introductions (NPI). The Senior Manager, Service Execution – Air and Water (also known as the Service Execution Leader) is an active member of the product line’s extended staff and acts as a liaison between the NPI teams (Sourcing, Technology, Product Management, and Quality) and the Consumer Operations teams (Factory Service, ASI, Parts Microenterprise, and Ownership Experience). The primary responsibility of this person is to ensure serviceability and part availability for new products prior to a new model release. As part of the Consumer Operations team, this person advocates for Service Technicians, the Technical Assistance Group (TAG), ASI call center agents, the Parts Microenterprise, and the owners, ensuring service part availability and readiness for product launches and design/quality changes. This person will also lead a team including one Service Parts Information Analyst.

Position

Senior Manager, Service Execution

Location

USA, Louisville, KY

How You'll Create Possibilities

50%

Execute the Service section of the NPI iP assessment tool in coordination with NPI Program Managers to ensure service readiness of all AA, A, and B NP programs for the Air and Water Product Lines Manage and provide oversight of service readiness coordinating cross functional activity in managing the processes required to support new product introductions (NPI) and applicable product changes (C-Change). Specific process areas:

• Service delivery

• Overall model serviceability

• Ensure service training plan for technicians

• Technical Assistance Group (TAG)

• Concession support · Service diagnostics recommendations

• Software updates

• Engage the Service EHS/Ergo team on plans for Technician safety

• Impact assessment for ASI call centers

• Provide work direction to direct reports for cataloging, technical illustrations, and new item set up

• Consumer relations (CR) support

• Service Ownership Experience

15%

Coach and mentor the Service Parts Analyst by providing opportunities for skills growth.

• Support the Service Parts Analyst in development of service part cataloging documentation, C-Change execution the product line.

10 %

Collaborate with Consumer Operations and the various Air and Water Product Lines providing updates to key stakeholders and engaging the appropriate resources on key product life cycle issues which affect:

• Concessions

• Parts life cycle

• Service productivity

• Consumer experience with GEA Service

10%

Coordinate with NPI Service Product Specialist and the TAG Leader assigned to the product line/microenterprise to confirm model serviceability, develop training materials, and author field communications

10%

Provide diligent response to field service questions concerning parts cataloging.

• Continuously improve cataloging activity to improve accuracy and reduce future field service questions.

5%

Work cross-functionally with the Parts Microenterprise to support continuous improvement of business processes on the following:

• New item creation policies and procedures

• Part availability for NPI parts

What You'll Bring to Ou