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Product Senior Manager - Service Diagnostics

Louisville, KY, United States  |  Product Management (Group)  |  ID: REQ-9897


Job Location

USA, Louisville, KY

Job Posting Title

Product Senior Manager - Service Diagnostics

The Challenge

The Advanced Service Operations team has an exciting opportunity for an exceptional product manager with product technical knowledge and an understanding of diagnostics. This person is passionate about positively impacting ownership experience through the ongoing support and development of NewFI (New Field Inspector) and the SmartHQ Service app. The Product Senior Manager - Service Diagnostics primary responsibilities include conducting market research and competitive analysis of diagnostics tools and processes, developing a multi-generation product plan for these tools, and defining the scope/managing the execution of current diagnostic tool launches and software updates. This role will work across all Microenterprises in helping to develop product diagnostics that allow fault codes to identify key failure modes. Lastly, this role will own ongoing support of hardware, including software update modules (SUMs) and Appliance Service Tools (NavyBeans).

What you will Do

Essential Duties & Responsibilities:

Responsible for delivering the best ownership experience through service diagnostics by driving improvements in owner satisfaction, service call avoidance, and service technician efficiency and effectiveness. 

  • Manage NewFI/SmartHQ Service program risk, schedule, product performance, usability, and cost. Own SUM and Appliance Service Tool (NavyBean) line of balance and product availability
  • Ensure on-time delivery of service diagnostics and software updates 
  • Collaborate with the web team and service hardware team to develop and upgrade online interface and smartphone applications to deliver functionality.
  • Responsible for NewFI/SmartHQ Service Council and providing program updates quarterly to business stakeholders.
  • Develop and maintain detailed product specification for service diagnostics with input and buy-in from key stakeholders (Quality, ASI call centers, Factory Service, Customer Care, etc.).
  • Support and partner with the Factory Service training team to develop and deliver training to service personnel on NewFI, diagnostics, and software updates
  • Ensure diagnostics tools are aligned with and can support WIFI-connected products. 
  • Ensure software version consistency between the NewFI laptop and NewFI mobile/SmartHQ Service application.   
  • Develop and maintain reporting measurements that define product success

Conduct market research and competitive analysis on diagnostics tools and processes to define and confirm functionality that drives customer satisfaction.

  • Partner with cross-functional teams, including Technology, Digital Technology (DT), New Product Introduction (NPI) Program Teams, Service, Sourcing, and the Parts Microenterprise to clearly define the multi-generation product plan and new features to deliver both short and long term goals.

Participate in Smart Home Solutions and Service Diagnostics weekly program pulsing to the business team, highlighting program status to all deliverables and key risks.

What you need to Succeed

Position Requirement

Minimum Qualifications:

  • Bachelor's degree from an accredited university or college; BS in engineering or IT preferred
  • Minimum 7 years of product experience in one or more of the following areas: product management, program management, technology, or a service leadership role
  • Demonstrated ability to manage risk and meet technical and commercial objectives
  • Strong strategic thinking & analytical skills, with the ability to distill complex and varied data into an action plan and drive that action across a multifunctional team framework
  • Technical product knowledge across multiple Microenterprises
  • Understanding of diagnostics and use of fault codes that identify key product failures
  • Excellent communicator with demonstrated ability to effectively message across organizational lines and at all levels of the business
  • Prior experience having demonstrated the ability to efficiently handle multiple tasks concurrently and reset priorities based on the latest data

Preferred Qualifications:

  • Technical product knowledge across multiple Microenterprises
  • Understanding of diagnostics and use of fault codes that identify key product failures
  • Prior NPI program experience desired
  • Six Sigma and/or Lean certified preferred
  • Takes ownership of program deliverables and has the ability to drive decisions
  • Results-oriented; proven ability to deliver on commitments and follow-through
  • Ability to lead and influence across business functions; can integrate and drive action across multi-functional teams
  • Basic understanding in Business Analytics

Working Conditions:

  • Working conditions are normal for an office environment
  • Work may rarely require weekend and/or evening work
  • Occasional travel required to visit, observe, and train technicians in the field

GE Appliances is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.



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