Essential Responsibilities You will function as a liaison between internal and external organizations and for assigned customers and/or contracts in the Caribbean. In this role you will own the execution of a contract service agreement as well as own customer relationship, contribute to the overall business strategy and report to a Service Director.
As
the Customer Service Manager, you will:
- Own the customer relationship and communications, be the single point of contact (SPOC) and function as a liaison between internal and external organizations for assigned customers and/or contracts, reporting to a Service Director.
- Be responsible for customer portfolio P&L, growth, KPI metrics, customer strategy and technical support.
- Be responsible for developing outage scope and communicating scope to FieldCore
- Drive schedule, JCE and productivity in overall cost, parts planning including requests for quotes and addressing order issues as they arise, for On-Site Repairs and Part and Component Repairs performed in GRS including planning repair scope, requests for repair quotes, scheduling repairs and addressing repairs issues in the GE network
- Organize pre-outage, post-outage and outage milestone meetings and lead "lean outage workouts" for major projects
- Lead direction for all emergent / forced outage resolution, place Service Now (SN) cases and communicate all applicable technical documents to customer (TIL, SB, etc), oversee and manage warranty and applicable commercial considerations including concessions as they arise balancing maximum benefits and satisfaction for the customer and GE
- Be responsible for creating jobs within and updating Field Service Portal (FSP) and manage the Outage 360 process, create events, and all customer invoicing and cash collection
- Own contract leadership and fulfillment, including all project deliverables and understanding the T&Cs and contract requirements such as LD & Bonus structure, injection of new technology to maximize profitability
- Be responsible for selling all flow-type services including Parts and FieldCore, from opportunity identification, quote preparation, order entry, demand placement, to sales conversion
- Willing to travel to customer sites and HQ offices, repair facilities, etc
Role Summary/Purpose
The CSM demonstrates accountability for functional, business, and broad company objectives within Steam Power. In this role, you will be responsible for the profitability and customer satisfaction for assigned contracts and customer obligations, provide service agreement, fixed price, and time and material program management, and interact with members of the customer service, parts and transactional services, field service, repair service, and/or other teams.
Qualifications/Requirements
- Bachelor's degree from an accredited university or college (OR Associate's Degree with a minimum of 8 years of experience in a power generation industry)
- Minimum 5 years of experience within
power plant field services, customer facing, customer contract management
- experience in working in complex matrix environment
Desired Characteristics
• Bachelor's Degree preferably in a technical / engineering degree ie. Mechanical, Electrical • Experience planning and executing steam turbine outages.
• Field Engineering experience in Steam turbines or Generators
• Fluid in Spanish and English
• Strong quality background with Black Belt certification
• Strong leadership, financial and commercial skills
• Team leader in a dynamic, energetic and proactive environment
• Experience working with customer leadership teams and handling negotiations
• Demonstrated communication & organizational skills
• Strong oral and written communication skills
• Strong interpersonal skills
About Us
GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE's mission and deliver for our customers. www.ge.com
