Job Description Summary

In Customer Service Engineering, we engineer proactive & responsive service solutions to enable safe & dependable power, ensuring customer satisfaction and confidence. Our goal is to achieve the best running fleet with world class responsiveness to the delight of our customers. Customer Service Engineering currently has active Root Cause Analyses (RCA’s) that are assessed to determine Root Cause before Corrective & Preventative Actions are applied to the fleet using the 8D process. Resolving RCA’s is critical for our customers and to GE Gas Power’s success.

This role is responsible for developing & maintaining Root Cause Analysis (RCA) standard work along with working with the engineering team to deliver RCA Corrective Actions and Preventative Actions (CAPA’s) through the 8D steps for Heavy Duty Gas Power products. The leader in this role will partner with Engineering, Quality, Supply Chain, Services, and Heavy Duty New Units business teams to develop standard work procedures, metrics, and operating rhythms to pulse progression of RCA’s through the D-steps. As RCA’s are progressing through engineering, the RCA Leader will work with engineering teams to pulse RCA progress and report out the status to leadership periodically.

Job Description

Roles and Responsibilities

Strategy & Implementation:

• Develop the engineering strategy for delivering RCA Corrective Actions & Preventative Actions (CAPA) for Gas Power customers in partnership with the Gas Power RCA process owner
• Develop standard work in partnership with other functional teams to ensure a cohesive transition from engineering to teams implementing CAPA in the field.
• Identify critical metrics/KPI’s for tracking performance through the D-steps
• Develop and execute the roadmap to continuously improve RCA project management, which includes lead time reduction resulting in lower customer response time.

Operations:

• Manage the portfolio of RCA’s with all stakeholders to deliver for customers.
• Ensure accurate schedules and scheduling methods are in-place with supporting teams.
• Pace RCA progression to meet the KPI’s/metrics for the portfolio of projects with engineering teams. Identify reason code where KPI’s deviate from plan to support problem solving.
• Develop and maintain the demand model and RCA prioritization with partnering teams.
• Keep critical RCA summaries up to date with the latest milestones and technical summaries for operating rhythms.
• Summarize and report progress on critical RCA’s to leadership.
• Proactively identify and address risks related to RCA execution.
• Problem solve and implement countermeasures with cross-functional team where there are conflicts in priorities, implementation challenges, delays or other challenges that impact customer experience.
• Presents business or technical solutions to leaders. Communicates complex messages and negotiates mainly internally with others to adopt a common point of view. Influences peers to take action.

Required Qualifications

• Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 8 years of experience in a technical customer service, engineering or quality role.
• Significant experience with 8D or similar Root Cause Analysis process.

Desired Characteristics

• Demonstrates the GE Vernova Way principles: Driving INNOVATION to electrify & decarbonize the world, serving our CUSTOMERS, LEAN is how we work, breaking boundaries to win as ONE TEAM, individually & collectively ACCOUNTABLE.
• Customer advocacy.
• Significant experience in successfully driving business transformation and/or change in a large, globally matrixed organization.
• Demonstrated experience creating and implementing processes with technical teams.
• Self-directed agent who can prioritize & manage a multitude of parallel projects, initiatives, activities to deliver results.
• Critical, systems thinker with the ability to bring others along, even those with conflicting priorities.
• Data-driven yet decisive despite ambiguity.
• Engineering or leadership experience in the power generation industry.
• Clear, concise written and oral communications to the appropriate level.

Pay Transparency:

For U.S. based candidates only, for purposes of complying with U.S. pay transparency requirements, the base pay range for this position is 152,400.00 - 254,000.00.The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set. This position is also eligible for 15% annual performance incentive.

This posting is expected to close on 02/21/2025.

• The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas.

Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness.

General Electric Company, Ropcor, Inc., their successors, and in some cases their affiliates, each sponsor certain employee benefit plans or programs (i.e., is a “Sponsor”). Each Sponsor reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor’s

welfare benefit plan or program. This document does not create a contract of employment with any individual.

Benefits Available to You

GE Vernova employees rise to the challenge of building a world that works. In order to meet this mission, we provide varied, competitive benefits to help support our workforce: Our Culture | GE Vernova (gecareers.com)

• Our compensation & benefits are designed to reward high performers and help you manage your personal and family needs. We offer a robust benefits package depending on your employment status and your national requirements.
• A healthy, balanced lifestyle can mean different things to different people. We've created programs that support the way you live and work today.
• GE Vernova invests to provide opportunities to grow your career by providing a path for continued on-the-job learning and development.

Inclusion & Diversity

At GE Vernova, we believe in the value of your unique identity, background and experiences. We are committed to fostering an inclusive culture, where everyone feels empowered to do their best work because they feel accepted, respected and that they belong. Click here to learn more: https://jobs.gecareers.com/vernova/global/en/i-d-e

About GE Vernova Gas Power

GE Vernova’s Gas Power business engineers advanced, efficient natural gas-powered technologies and services, along with decarbonization solutions that aim to help electrify a lower carbon future. It is a global leader in gas turbines and power plant technologies and services with the industry’s largest installed base.