Customer Service Manager - Steam Power Field Services

Job Description Summary

Job Description

As a member of the Steam Power Americas Fossil team, you will be an leader of the service execution of outages and projects on GE's Fossil installed base of steam turbines.

Success in this role looks like:
Establish yourself as a subject matter expert by demonstrating ability to plan and execute outages and projects with excellence in quality, safety, schedule compliance, profitability and high customer satisfaction .

You will be an indispensable business leader, with excellent steam turbine and generator maintenance planning knowledge and ability to manage complex steam turbine and generator outages and projects. The CSM is responsible for the P&L of the assigned portfolio with responsibilities for project estimating, contract negotiation, project execution, billing and collection, and project closeout.

Who You Are:

• You are someone who brings strong field engineering, technical direction, and or outage management knowledge on steam turbines and generators.
• You have experience with GE, Alstom, and other manufacturers Fossil steam turbines and generators.
• You have the ability to manage the commercial business needs in addition to the technical requirements

• Act as the single point of contact to the customer.
• Responsible for customer portfolio P&L and growth
• 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
• Oversee 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.

• Bachelor's Degree from an accredited University or College OR ( a High School Diploma / GED with a minimum of 4 years of experience in a customer facing role or and associates degree and a minimum of 2 years of experience in a customer facing role)

• Willingness and ability to travel 50% of the time

• Bachelor's Degree from an accredited University or College Preferred
• Minimum of 5 years of experience in a customer facing role in power generation industry or similar industry.
• Knowledge & experience within the power generation equipment.
• Knowledge of Steam Turbine and Generator design, operations and maintenance
• Experience planning and executing outages.
• Familiarity with Contracts and Service Agreements
• Strong quality background with Black Belt certification
• Strong leadership, financial, and commercial skills
• Team leader in a dynamic, energetic and proactive environment
• Demonstrated communication & organizational skills
• Experience establishing credibility and developing relationships with challenging customers.