Customer Portfolio Manager

Job Description Summary

Role will be located on site in Adapazarı, Turkiye responsible for managing all resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Impacts approaches, projects and programs in the functional area or affected business organization and ways of working. Impacts quality, efficiency and effectiveness of own team. Has significant input into priorities. Guided by professional practices and policies that are shaped by the role. The role has moderate autonomy, requiring high levels of operational judgment.

• Customer Portfolio Manager (CPM) demonstrates accountability for functional, business, and broad company objectives within Gas Power Services. In this role CPM will integrate and develop processes that meet business needs across the organization, manage complex issues within functional areas of expertise, be involved in Project reviews, long-term planning, customer relationship, and contribute to the overall business strategy.
• Responsible for outage execution and coordination with other stakeholders to perform on time customer site activities as per Contract and needs as well as profitability and customer satisfaction for assigned contracts • Provide both service agreement, and time and material program management • Assist in sales campaigns for new contracts and proposals • Assure timely resolution of customer issues and customer satisfaction for assigned contracts • Interact with members of the customer service, parts & transactional services, field service, repair service and/or other teams function as liaison between internal organizations and customers for assigned contracts
• Developing specialized knowledge in their discipline. Serves as best practice/quality resource. Has awareness of latest technical developments in own area. Contributes towards strategy and policy development, and ensure delivery within area of responsibility.
• Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management, manufacturing, technology or engineering. Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions.

• Act as the single point of contact to the customer.
• Own Customer relationship on assigned sites
• Follow up open topics and all documentary tasks with client
• Plan / coordinate activities on site of a larger project to fulfill a customer order according to financial / commercial parameters and ensure customer satisfaction
• Provide contract administration for assigned proposals and contracts including customer interface, negotiations, preparation, and contract interpretation
• Provide Technical Information Letter (TIL)'s and Engineering Change Notice (ECN)'s to the owner
• Respond to the customer's technical inquiries
• Technical and execution interface with engineering, sales and commercial operations
• Manage interface with offshore support functions for resolution of customer issues
• Leading the activities of the Mission Based Teams
• Support project execution teams/field services activities on assigned sites
• Act as the interface with various internal stakeholders such as engineering, finance, sales, sourcing, affiliates, risk, parts, and repairs.
• Full responsibility of financial performance for the Mission Based Team
• Support Sales in driving and closing of opportunities
• Partner with Quality and Lean Council to drive continuous improvement initiatives and process development
• Outage readiness, target setting and pacing
• Actively contribute to deliver on regional financial commitments, by ensuring execution excellence and sales support
• Drive leading KPI's and proactive operational metrics
• Establish and maintain contact to provide on-going technical and business support to assigned customer(s) in designated geographic region
• Responsible for outage scope planning and execution, including closeout oversight, event parts, and repairs planning

• Responsible for establishing work scope, pricing, and driving emergent work for major repair Projects
• Lead Site teams incl. GE affiliates and Contractors, coordinate the site teams and report periodically to Service Director
• Plan and Coordinate periodical Project Review meetings and Presentations
• Support Finance teams and report timely for Project reviews and Financial reviews
• 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.
• Maintain all CSA related documentation (Insurance certificates)
• Update and maintain input in the Field Service Portal (FSP), including the Oracle Field Services (OFS) system
• Coordinate activities between Installations and Field Services (I&FS), Inspection and Repair Services (I&RS) and GEEPI
• Order, track and QC all covered parts and provide support in identifying parts, part numbers and drawings
• Provide information and support for implementing CM&U's
• Work with the owners Operation and Maintenance (O&M) to optimize reliability and availability in order to increase the facility's efficiency and profitability
• Maintain unit operating history and parts life history
• Respond to forced outages
• Maintain up-to-date records of Hot Gas Path (HGP) components including fallout rates and refurbishment activities
• Track, credit and invoice bonus and LD amounts
• Respond to warranty claims
• Be responsible for outage scope planning and execution, including closeout oversight, event parts, and repairs planning
• Oversee Extra Work, Job Cost Estimator (JCE), policy 6 target setting, and scope management for assigned customers
• Be responsible for Quality and EHS oversight on work performed at assigned customer sites

• Bachelor's degree in an engineering preferably Mechanical or Electrical Eng. with min 7 years of professional experience
• Experience with field engineering in Power Plants / Gas or Steam turbine maintenance experience
• Experience in a customer facing role
• Experience in planning and executing outages
• Fluent in English and Turkish

• Knowledge & experience within the power market
• Contract management knowledge and experience
• Previous experience with GE F Class turbine technology is an asset
• Knowledge of best practices and how own area integrates with others; has working knowledge of competition and the factors that differentiate them in the market
• Familiarity with Contractual Service Agreements
• Strong quality background with Green Belt certification
• Strong leadership, financial and commercial skills
• Experience working with customer leadership teams
• Willingness and ability to travel if required
• Demonstrated communication & organizational skills
• Strong interpersonal skills