Customer Service Leader

Job Description Summary

Job Description

Essential Responsibilities:

• Serve as the primary customer-facing leader for TVA’s Aero fleet, building trusted relationships and delivering wing-to-wing support across a large installed base of LM products within GE Vernova Gas Power.
• Lead stakeholder engagement and define the overall customer communications strategy across multiple sites supporting a significant portfolio of New Gas Power LM units.
• Own the Contract Service Agreement portfolio, account strategy, and commercial performance, with strong accountability for revenue, margin, and cash growth.
• Provide ongoing technical and business leadership for assigned accounts, including post-commissioning support, I&C handoff to operations, and new unit warranty claim management.
• Develop and own customer communication plans and lead recurring GE/customer reviews to align on current performance and identify value-adding products and service solutions.
• Oversee new unit and services warranty administration, including commercial considerations and customer concessions, while balancing customer outcomes with GE Vernova business objectives.
• Define outage scope and lead clear handoff requirements to the One Field Service team to support seamless planning and execution.
• Lead outage and non-outage parts planning, including RFQs, customer quotations, order placement, and order management.
• Drive safe outage planning and execution in full alignment with GE Vernova’s Life Saving Rules and safety expectations.
• Provide leadership and direction for emergent and forced outage response to restore operations quickly and effectively.
• Own wing-to-wing outage execution by leading pre-outage, outage milestone, and post-outage reviews to deliver safe, high-quality, on-time outcomes.
• Manage customer invoicing and credit memo processing with accuracy, timeliness, and strong commercial discipline.
• Lead cross-functional technical issue resolution, partnering with Product Service Engineering to troubleshoot and resolve emergent issues as needed.
• Own CSA contract execution and fulfillment of contractual obligations while managing multiple concurrent deliverables across parts, field service, maintenance, overhauls, and repairs.
• Champion a disciplined cost management culture, proactively identifying and communicating risks and opportunities across warranty, parts, repairs, planning, and outage execution.
• Apply strong command of contract terms and conditions, including risk and opportunity provisions such as LD/bonus structures, while identifying and converting extra work opportunities.
• Drive growth across flow service offerings—including parts, OFS, and lease engines—from opportunity identification and proposal development through order entry, demand placement, and sales conversion.

Qualifications/Requirements:

• Bachelor’s degree from an accredited college or university required; or a high school diploma/GED with an additional 8+ years of power generation industry experience; or an associate degree with 5 years of power generation industry experience.
• Minimum 8–10 years of LM Aeroderivative technical experience within the power generation industry, including demonstrated expertise in contract performance management, outages, and warranty execution.

Eligibility Requirements:

• Willingness and ability to travel approximately 40% as business needs require.
• This role primarily supports a fleet based throughout Tennessee.
• Must reside in Tennessee (United States) and relocation package is included.
• Visa sponsorship and immigration support are not available for this role.

Desired Characteristics:

• Strong situational awareness with the ability to anticipate challenges, identify risks early, and proactively navigate complex customer and business environments.
• Proven technical experience planning and executing outages within the ITR organization, with a strong focus on operational rigor and execution excellence.
• Strong project management and quality leadership background, with Black Belt certification preferred.
• Demonstrated leadership capability supported by strong P&L, financial, and commercial acumen.
• Demonstrated ability to develop and execute communication strategies that influence executive-level decision-making and outcomes.
• Leads with a disciplined, analytical, and measured approach to solving problems and developing focused, practical solutions.
• Strong interpersonal and written/verbal communication skills, including the ability to deliver clear, compelling executive presentations.