Job Description Summary

The Customer Service Manager will demonstrate accountability for Project Management/ Planning/ Coordinating activities typically in the context of a production or services project to fulfill customer orders in CSA and TX environments in accordance to financial/commercial parameters and ensuring customer satisfaction. Impacts approaches, projects and programs in the functional area or affected business organization and ways of working. Impacts quality, efficiency and effectiveness. Has significant input into priorities. Guided by professional practices and policies that are shaped by the role. The role has high autonomy, requiring high levels of operational judgment.

Job Description

Key Responsibilities

• All contracts performance related activities typically tied to CSA and TX customer sites. Perform in the role as the interface between the customer and the project team, managing the transfer of information and requests.
• Assure timely resolution of issues and keep the customer advised of the progress of the project and negotiate changes and variations and solutions to any issue arising. Responsible for adherence to contract service, operations, and performance specifications, as well as financial & technical metrics specific to contract. Perform proposal negotiation, and contract administration functions on assigned proposals / contracts with minimal supervision.
• Provide support to manager and senior contracts personnel on assigned contracts function as the liaison for the customer on contract matters.
• Developing specialized knowledge in their discipline. Serves as best practice/quality resource. Has awareness of latest technical developments in own area and its implication on contracts projections. Contributes towards strategy and policy development and ensure delivery within area of responsibility.
• Has in-depth 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
• Uses judgment to make decisions or solve 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.
• Acts as a resource for colleagues with less experience. May lead small projects with moderate risks and resource requirements. Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field.

Required Qualifications

• Bachelor's in Engineering from an accredited university or college.
• Minimum 5 years of experience in power generation services, customer operations, engineering, field services, or contract/service management with exposure to gas turbines, steam turbines, or generators.
• Strong leadership / influence and business / commercial skills.
• Fluency in English.
• Ability and willingness to travel up to 40%.

Desired Characteristics

• Knowledge in 7EA,7FA & 7HA technologies.
• Contract negotiations experience, contractual services experience (CSA & TX) is preferred.
• Gas Power experience is a plus.
• Ability to communicate effectively at all levels of the customer’s and GE’s organizations.
• Experience in developing and maintaining customer relationships.
• Team leader in a dynamic, energetic and proactive.
• The preferred candidates will be from ITR services team in KSAB.

Additional Information