Sr Services Leader - Grid Automation NAM

Job Description Summary

Lead and grow GE Vernova's Grid Automation services across North America (USA & Canada). This role holds strategic, operational, and people leadership responsibility for a team of Field Service Engineers and Technicians. Drive customer satisfaction and market share for Protection & Control (P&C), Monitoring & Diagnosis (M&D), and Critical Infrastructure Communications (CIC) offerings, ensuring reliable and efficient operation of critical infrastructure with an unwavering commitment to safety.

Job Description

Essential Responsibilities:

Business & Strategic Leadership:

• Develop and execute the North American services strategy aligned with global objectives.
• Manage the Services department including forecasting, budgeting, cost control, and revenue growth to meet financial targets.
• Partnering with our Sales department, identify market opportunities, develop innovative service offerings (P&C, M&D, CIC), drive contract renewals, support service agreement penetration, and new service sales growth.
• Forecast future resource needs and define recruitment/training plans to ensure team readiness.

• Oversee and optimize service lifecycle activities (installation, testing, and commissioning), including strategic guidance and technical oversight of Grid Automation solutions (P&C, M&D, CIC).
• Ensure safety, high-quality, on-time, and on-budget execution of all service contracts and projects.
• Provide strategic oversight and support for on-site customer assistance, including troubleshooting complex issues in collaboration with the Technical Support team, to ensure prompt and effective resolutions.
• Enhance service capabilities, identify and implement growth opportunities to improve reliability, efficiency and customer confidence for our Grid Automation offering.
• Implement and continuously improve operational processes, tools, and best practices to enhance efficiency and effectiveness of field service operations.
• Lead proactive site preparation: EHS assessments, skill alignment, and ensuring proper tooling/methods for smooth execution.
• Maintain a robust workload management (e.g., ServiceMax) to optimize resource allocation and scheduling.
• Ensure compliance with contractual obligations, customer requirements, and GE Vernova quality standards.
• Drive initiatives for cost reduction, productivity improvement, and resource optimization.
• Stay abreast of industry trends, competitor activities, and technological advancements in grid automation and related services.

• Build and maintain strong customer relationships, understanding their needs and objectives.
• Serve as a senior point of contact for critical customer issues and escalations, ensuring timely resolution.
• Lead field troubleshooting for complex issues, collaborating with Technical Support for rapid resolution and minimal downtime.
• Leverage customer feedback to drive service innovation and ongoing improvements.
• Promote GE Vernova's Grid Automation service value proposition.

• Lead, mentor, and develop a high-performing North American Field Services team (Engineers & Technicians).
• Champion a strong EHS safety culture, ensuring unwavering adherence to all regulations and best practices.
• Manage talent acquisition, performance, training, and career development for the services team.
• Ensure team technical competencies in P&C, M&D, and CIC through ongoing training.

• Collaborate with Sales, Engineering, Project Management, and Product Line teams for seamless customer experience and strategic alignment.
• Support Sales & Tendering with pre-sales activities: technical scope, offer preparation, proposal reviews, and customer presentations.
• Partner with global services teams to leverage best practices and contribute to global initiatives.

• Safety: Zero Lost-Time & Recordable Incidents; Timely & Thorough EHS Assessments per job; 100% Work Permit & Site Access Compliance.
• Quality: High First-Time Fix Rate & Customer Satisfaction; Complete & Accurate Pre-Site Preparations (tooling, methods, comprehensive test plans); Minimized Re-work & Call-Backs.
• Delivery: On-time completion of all service jobs/projects; Accurate Task Scheduling, Duration Estimates, & Prerequisite Management.
• Cost: Adherence to Budgeted Hours & Costs per job.
• Portfolio: Achieve Target Field Personnel Utilization Rates; Maintain Skills Matrix for Training Plan Development; Optimize Inventory Management (critical parts/tools, balancing availability & cost).

• Bachelor's degree in Engineering or related technical discipline from an accredited university or college. Master's degree (Engineering or Business Administration) valued.
• 10-15+ years progressive experience in a services leadership role within energy, power generation, grid infrastructure, or industrial automation.
• Proven operations management track record achieving financial targets and growth.
• Demonstrated experience managing and developing large field service teams (Engineers & Technicians).
• Fluent in English
• Frequent travel (30%+) within USA & Canada.

• Proficiency in services management software (e.g. Services Max), reporting tools (Excel, Tableau, Smartsheet).
• Strong technical understanding and experience of P&C, M&D, or CIC ideally covering GE Vernova Grid Automation products/solutions.
• Solid understanding of the North American utility/industrial market.
• Familiarity with cybersecurity standards for critical infrastructure.
• Lean / Six Sigma Green Belt or Black Belt certification valued.
• Proactive, results-oriented, and customer-focused leader.
• Exceptional leadership and team-building capabilities, with proven ability to influence and motivate diverse and cross-functional teams.
• Excellent communication, negotiation, and influencing skills.
• Strong strategic, analytical, and data-driven insights skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Proven ability to build consensus and drive change.