Lead Training and Support Specialist
GE Transportation - Atlanta, GA

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Job Number

1808106

GE is an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation.

GE Transportation (GET), located in Buckhead, is currently searching for a Lead Training & Support Specialist. You will lead a Call Center Team that provides technical application support to customers as it relates to the GET’s product suite. You will understand how customers use GET’s product suite & assign personnel to perform implementations and training sessions with our clients. You will serve as a Primary liaison between Senior Support Manager and Customers Support Representatives.

Essential Responsibilities
In addition, you will:
  • Support, implement, and train on GET’s software suite
  • Establish and maintain customer relationships
  • Identify internal and external client needs and propose solutions
  • Communicate with customers on a regular basis to ensure customer satisfaction
  • Answer, evaluate and prioritize incoming telephone calls, voicemail, email and in-person requests for assistance as it relates to GET’s product suite
  • Interview users to collect information about issues and lead users through diagnostic procedures to determine solution
  • Log calls / issues and track them to their completion
  • Serve as key GET participant in customer meetings
  • Create and deliver engaging, informative, and well-organized presentations
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships
  • Identify efficiencies and value drivers that customers will realize through the use of GET solutions
  • Understand how to communicate or escalate difficult information tactfully and in a timely fashion
  • Be responsible for other duties as assigned by Senior Support Manager
  • Effectively lead members of a Call Center team
  • Inspire team members to attain goals and pursue excellence
  • Mitigate team conflict and communication problems
  • Escalate complex problems to supervisor or technical staff
  • Monitor and provide metrics of Call Center capacities
  • Comply with and support GET Policies and Procedures
  • Support GET Growth Values
  • Represent GET in a professional manner
  • Lend expertise to internal teams

    Qualifications/Requirements
  • Bachelor's Degree in a related discipline
  • Minimum of 7 years of experience working in the transportation software industry with 5 of those years in support / help desk experience ELIGIBILITY REQUIREMENTS:
  • Ability and willingness to travel up to 20% of the time, as required

    Additional Eligibility Qualifications
    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 background investigation and drug screen.

    Desired Characteristics
  • Railroad, supply chain and multi-modal transportation domain market knowledge
  • Working knowledge of Microsoft Project
  • Strong oral and written communication skills
  • Strong attention to detail, organizational and analytical skills
  • Working knowledge of Microsoft applications including Outlook, Excel, Work and PowerPoint
  • Self-starting initiative with the ability to work with limited supervision
  • Ability to rapidly acquire an in-depth knowledge and understanding of GET solutions, services, processes, procedures and expectations
  • Ability to multi-task assignments and meet deadlines
  • Ability to participate in off hours support team rotation Why join one great company when you can join many? We are more than 280,000 people with jobs that range from biochemist to finance specialist to wind energy engineer. We’re passionate about making life better with new ideas and technologies. We’re diverse, supporting our communities in more than 140 countries. Experience personal growth and competency development as part of the GE team. Around the world, we are helping build the healthcare, transportation and aviation of the new century. GE Transportation, a unit of GE (NYSE: GE), solves the world’s toughest transportation challenges. GE Transportation builds equipment that moves the rail, mining and marine industries. Our fuel-efficient and lower-emissions freight and passenger locomotives, diesel engines for rail, marine and stationary power applications, signaling and software solutions, drive systems for mining trucks, and value-added services help customers grow. GE Transportation is headquartered in Chicago, IL, and employs approximately 13,000 employees worldwide. Learn more about GE Transportation today! To stay connected with exciting news and the latest job opportunities from GE AMSTC, Aviation, Energy Management, Oil & Gas, Power & Water and Transportation, follow us on twitter: @geconnections

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    GE Transportation solves the world’s toughest transportation challenges. GE Transportation builds equipment that moves the rail,...