Job Description Summary

Reporting to the SSA Customer Services - Leader, the Customer Fulfilment Manager is ultimately responsible for the GE performance of an assigned portfolio of power stations and services from Sales to Execution. The Customer Fulfilment manager is the primary customer point of contact and is accountable for all GE involved activities to provide the best customer experience whilst maximizing GE’s profitability through the sales and execution of all GE services, including repairs, services, upgrades, parts deliveries, and Outage execution

Job Description

Key Responsibilities

• As main interfaces point with the customers., obtain first-hand input on plant operational issues, and customer’s intentions in terms of repairs, equipment/parts replacement, outages, and maintenance in general and interact with sales and engineering to develop present solutions to the customers on issues the customer may have.
• Be proactive about customer needs, act quickly to prevent competitors from entering GE installed base and catalyze customer needs into demand creation for the business.
• Partner with the Sales Managers, the Resident Engineers (where applicable), the Field Service Leader and any assigned project manager / outage manager in driving the execution of work.
• Partner with Quality team to ensure all quality requisites are complied with and to support actions to reduce COPQ in the services segment.
• Drive usage of OTR tools with the services teams for better visibility to future outage events
• Support Services Sales and Commercial Operations to respond to customer inquiry and participate in commercial discussions with customer. Assist in “Mining the Installed Base” and sales campaigns.
• Be accountable for customer satisfaction, through Environment, Health & Safety performance, quality, Delivery, and Cost.
• Create a one-team spirit within the Local and internal partners such as, field service, engineering, sourcing as required, and other functional organizations to make sure customer expectations are met.
• Drive the BBBEE transformation and localization strategy in the team and with our supply chain to secure local supply opportunities.
• Support the planning of Customer’s outages and the associated execution of GE Services
• Engage with Customer on new opportunities.
• Ensure execution of services/repairs contracts as per set agreements
• Work closely with the Customers and internal support functions repairs/services/ outages work on their respective stations.
• Drive the One Team approach with customers on all interfaces.
• Drive implementation of Lean Initiatives
• Ensure execution is performed in compliance with the country rules and regulations on all business aspects: EHS, Quality Assurance, taxes, revenue recognition and other financial statutory requirements, import-export, past due & inventory, etc

Required Qualifications

• Degree from Accredited University or Equivalent from a registered tertiary institute
• 5 years experience in Power Industry
• GE Vernova product Knowledge
• NEX proficiency
• Contract NEC (New Engineering Contract) proficiency

Desired Characteristics

• Strong Oral and written communication skills
• Demonstrate ability to analyze and resolve problems
• Ability to Document, Plan, market and execute programs
• Established project management skills
• Demonstrate Customer management skills

Additional Information