Senior Services Manager - Customer Service Management

Job Description Summary

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 the team's ability to achieve service, quality and timeliness of objectives. The role is subject to operating policy objectives. There is moderate autonomy within the role. High levels of operational judgment are required to achieve outcomes required.

Job Description

Roles and Responsibilities

• Act as the single point of contact to the customer for timely and satisfactory resolution of
• concerns covering a wide variety of support services offered for assigned region, product, or
• coverage area.
• Responsible for knowledge of assigned region, coverage area, or product lines, their
• associated configuration installations, and represents the most direct access to all
• appropriate internal functions to support the customer.
• Establish and maintain contact to provide on-going technical and business support to
• assigned customers in designated geographic region or coverage area.
• Requires specialized knowledge within the function. Influence the development of strategy
• for the area of responsibility, including control of resources and influences policy
• formulation.
• Interprets simple internal and external business challenges and recommends best practices
• to improve products, processes or services.
• Stays informed of industry trends that may inform work.
• Uses high level of judgment to make decisions and handle complex tasks or problems in
• areas of operational, product management, manufacturing, technology or engineering.
• Has ability to assess quality of information given and ask pertinent questions to
• stakeholders.
• Able to offer new solutions to problems outside of set parameters and is able to construct
• and provide recommendations.
• Uses multiple internal and some external sources outside of own function to help arrive at a
• decision.
• May lead functional teams or projects with minimal resource requirements, risk, and/or
• complexity.
• Communicates difficult concepts and may influence others' options on particular topics.
• May guide others to consider a different point of view.

• 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 associate degree with 2 years of experience in power generation industry
• Minimum of 5-7 years of knowledge and experience within the power plant field services or contract performance management.

• Willingness and ability to travel less than 25% of the time - this "transactional" role is servicing the Mid West Us States & Canada inclusive of Eastern Canada (The Maritimes)
• Qualified candidate can be located within 1-2 states from our primary location.

• Power Plant Operational/Outage and Project Management Experience.
• Strong oral and written communication skills.
• Strong interpersonal and leadership skills.
• Demonstrated ability to analyze and resolve problems.
• Demonstrated ability to lead programs / projects.
• Ability to document, plan, market, and execute program.