Sr Services Manager 2 - Customer Service Management

Job Description Summary

Job Description

Essential Responsibilities:

• Foster and develop strong relationships with customers as the single point of contact caring for customer operations
• Manage customer communication and relationships
• Responsible for customer portfolio and assigned P&L Revenue, Margin, & Cash growth
• Establish contact to provide on-going project management, technical, and business support to assigned customers
• Develop and own site customer communication plan, coordinate regular GE/Customer reviews to review existing and new GE products/services that could provide value for the customer
• Oversee warranty and applicable commercial considerations including concessions as they arise balancing benefit outcomes for the customer and GE
• Develop outage scope and lead communicating scope HOM to FieldCore
• Responsible for outage/non-outage parts planning including requests for quotes, providing quotes to customers, placing/managing parts orders
• Lead/Manage safe outage planning, execution, and processing of Change Orders
• Lead direction for all emergent/forced outage resolution
• Lead wing to wing outage execution via organizing pre-outage, post-outage and outage milestone meetings to deliver desired outcomes.
• Responsible for all customer invoicing/credit memo processing and 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
• Own contract leadership/obligations and project manage business fulfillment of all project deliverables (Parts, Field Service, MOH, Repairs, etc.) understanding T&C's and contract requirements such as LD/Bonus structure, while also selling the opportunity for Extra Work.
• Selling all flow-type services including Parts, FieldCore, Lease Engine from opportunity identification, quote preparation, order entry, demand placement, to sales conversion
• Manage Digital and Total plant solutions agreements and coordinate with functional groups.

Qualifications/Requirements:

• Bachelor’s Degree from an accredited University or College (OR a High School Diploma / GED with an additional 4 years of experience in power generation industry OR Associates degree with 2 years of experience in a power generation industry)
• Minimum of 5 years of knowledge and experience within the power plant field services or contract performance management.

Eligibility Requirements:

• Willingness and ability to travel 40% of the time.

Desired Characteristics:

• Experience planning and executing outages in ITR organization.
• Strong project management and quality background w/Black Belt certification
• Strong leadership, P&L financial, and commercial skills
• Team leader in a dynamic, energetic and proactive problem solver
• Experience working with customer leadership teams
• Demonstrated communication & organizational skills
• Strong oral and written communication skills
• Strong interpersonal skills