Customer Service Manager - Steam Power Field Services

About the Role

The role involves acting as the single point of contact for customers, managing the customer portfolio's P&L, and driving growth. It demands a deep understanding of steam turbine and generator maintenance planning, the ability to manage complex outages and projects, and a strong commercial mindset to negotiate contracts and manage project finances effectively.

What You Will Do

• Act as the primary interface between GE Vernova and assigned customers, providing ongoing technical and business support.
• Develop and maintain comprehensive knowledge of customer needs, preferences, and pain points to tailor solutions and services.
• Plan, execute, and oversee outages and projects, ensuring they are completed on time, within budget, and to the highest standards of quality and safety.
• Establish and maintain relationships with internal stakeholders, including engineering, finance, sales, sourcing, affiliates, risk, parts, and repairs teams.
• Manage the commercial aspects of the business, including project estimating, contract negotiation, project execution, billing, and collection.
• Oversee the preparation and negotiation of transactional proposals, extra work, and job cost estimator proposals for assigned customers.
• Negotiate concessions and changes to contracts, balancing customer satisfaction with financial implications for GE Vernova.
• Drive fulfillment excellence, focusing on EHS (Environment, Health, and Safety), quality, schedule, productivity, and cost at customer sites.
• Collaborate with the sales team to identify and pursue new business opportunities, contributing to the growth of the customer portfolio.
• Analyze customer feedback and implement improvements to services and processes.

What We Are Looking For

• Bachelor's Degree from an accredited university or college in a relevant field, or equivalent experience.
• Minimum of 5 years of experience in a customer-facing role within the power generation industry or a similar field.
• Strong knowledge of steam turbine and generator design, operations, and maintenance.
• Experience in planning and executing outages, with a focus on safety, quality, and schedule compliance.
• Familiarity with contracts and service agreements, including negotiation and management.
• Black Belt certification in a quality management methodology (e.g., Six Sigma).
• Proven leadership and financial management skills, with experience in managing P&L.
• Excellent communication and organizational skills, with the ability to establish credibility and develop relationships with challenging customers.
• Ability to travel up to 50% of the time, as required by the role.

Nice to Have

• Advanced degree in a relevant field (e.g., MBA, Master's in Engineering).
• Certification in project management (e.g., PMP).
• Experience with GE or similar company's products and services.
• Knowledge of additional languages, reflecting the global nature of GE Vernova's operations.

Benefits and Perks

• Competitive salary, with a pay range between
  38,200 and

  88,000 CAD for Canadian-based positions.
• Discretionary annual bonus, based on performance.
• Comprehensive health insurance package.
• Remote work stipend, acknowledging the flexible nature of the role.
• Paid time off and holidays, supporting work-life balance.
• Opportunities for professional development and career growth within GE Vernova.
• Access to cutting-edge technology and tools, facilitating success in the role.

• Tailor Your Resume: Ensure your resume highlights experience in customer service, technical knowledge of steam turbines and generators, and any relevant certifications like Six Sigma Black Belt.
• Prepare for Behavioral Interviews: Be ready to provide specific examples of your experience in outage management, contract negotiation, and customer relationship building.
• Showcase Your Leadership Skills: Emphasize your ability to lead teams, manage complex projects, and make financial decisions that impact the business.
• Demonstrate Industry Knowledge: Show a deep understanding of the power generation industry, including trends, challenges, and innovations.
• Be Prepared to Discuss Salary: Research the market to understand the fair salary range for your experience and location, and be prepared to negotiate based on your qualifications.
• Ask About Growth Opportunities: During the interview, inquire about opportunities for professional growth and development within GE Vernova, demonstrating your long-term interest in the company.
• Highlight Your Ability to Work Remotely: As this is a remote role, emphasize your experience and comfort with remote work tools and your ability to self-motivate and manage your time effectively.