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Senior Customer Service Manager
hace 4 meses
Job Description Summary
The Customer Service Leader demonstrates accountability for functional, business, and broad company objectives within Gas Power Services. In this role you will integrate and develop processes that meet business needs across the organization, manage complex issues within functional areas of expertise, be involved in long-term planning, own the customer relationship, and contribute to the overall business strategy.
Job Description
Job Responsibilities:
- Act as the single point of contact to the customer.
- Responsible for customer portfolio P&L and growth.
- Own CSA & MMP contract leadership.
- Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region
- Responsible for outage scope planning and execution, including closeout oversight, event parts and repairs planning,
- Act as the interface with various internal stakeholders such as engineering, finance, sales, sourcing, affiliates, risk, parts, and repairs.
- Responsible for establishing work scope, pricing, and driving emergent work for major repair projects
- Own transactional (TX), Extra Work and Job Cost Estimator (JCE) proposals for assigned customers.
- Negotiate applicable concessions as they arise balancing maximum benefits/satisfaction for the customer with minimal acceptable financial impact to GE
- Responsible for driving fulfillment 5 excellence including: EHS, Quality, Schedule, Productivity and Cost at assigned customer sites.
- Execute contracts to achieve Financial Operating Plan and Financial Metrics, including Cash position of your Porfolio.
- Interface with ITO and Risk teams for new customer opportunities
Minimum Qualifications:
- Bachelor's degree in an engineering or business field
- Proven experience in managing service contracts and a customer facing role.
- Multi Year Agreement structure, T&C's and associated financial model knowledge.
- Willingness and ability to travel as required to customer sites to build and maintain the relationship and guarantee the contract performance.
- Fluent in English
Desired Characteristics:
- Knowledge & experience within the power industry.
- Experience in planning and project managing outages.
- Previous experience managing a wide team in a matrix organization
- Strong quality background with Green Belt certification.
- Strong leadership, financial and commercial skills.
- Team leader in a dynamic, energetic and proactive environment.
- Experience working with customer leadership teams.
- Demonstrated communication & organizational skills.
- Strong interpersonal skills.
Additional Information
Relocation Assistance Provided: No
