Black Belt - ITO

CITY: Billerica STATE: Massachusetts COUNTRY: USA Essential Functions (Responsibilities):
* Responsible for reporting critical Customer Care Metrics for Boston Facility.
* Order Entry Metrics - Cycle Time, Volume + Accuracy.
* Call Center Metrics - Abandon rates, Volume + Speed to answer.
* Hold Management Metrics - Cycle Time + $$ Amount.
* Post weekly progress of metrics on-line.
* Collect and analyze root cause data.
* Lead process improvement projects to drive positive results in metrics.
* Utilize and drive Lean tools for process improvements.
* Work w/ OTR Black Belt on cross functional improvement projects contributing Total RK + Cycle improvements.
* Share + translate best practices from other Sensing Customer Care teams.
* Mentor Green Belts as additional resources to critical projects.
* Establish individual metrics for customer care team members and share with site Customer Care team leader.
* Report daily hold summary and help team manage action items to initiate timely release of holds.
* Establish operating sessions with other functions to facilitate effective management of orders on hold - Finance, Applications Engineering, Sales, etc.
* Work with IT team on Oracle improvements to reduce process cycle times and improve accuracy. Test enhancements as needed.
* Assist process improvement efforts - Finance, Repairs, etc..

Qualifications/Requirements:
* Bachelor's Degree.
* Strong leadership skills.
* Excellent communication skills - external and internal.
* Solid problem solving skills.
* Proven Six Sigma project success.
* Strong statistical tool knowledge.
* Customer focused.
* Lean Skills.
* Project Management Skills.

Desired:
* Black Belt Certified.
* Leadership Program graduate.
* Commercial/Customer Care experience.

General:
If you seek a challenging role in a high growth business, you will consider this opportunity with GE Sensing.

We are a global leader in sensor and measurement technologies with operations around the world that provide custom and package solutions and strategies for key market segments.

GE Sensing, an affiliate business of General Electric, offers a growth orientated, fast paced opportunity with a comprehensive benefit program.
Successful candidate will be on GE Option 5A Affiliate Benefits.

GE Sensing is an Affirmative Action Employer.


We offer a competitive salary, outstanding benefits package and the professional advantages of an environment that supports your development and recognizes your achievements. We are an Equal Opportunity Employer.