Customer Service Manager - Steam Power Field Services
WFA Digital Insight
The demand for skilled customer service managers in the tech industry has seen significant growth, with a 25% increase in remote job openings in the last year alone. As companies like GE Vernova continue to invest in digital transformation, the need for professionals who can bridge the gap between technical expertise and customer satisfaction has never been more pressing. With the rise of remote work, candidates with strong communication and project management skills are in high demand. GE Vernova stands out for its commitment to innovation and customer-centric approach, making this role an attractive opportunity for those looking to make a real impact. Before applying, candidates should be prepared to demonstrate their technical knowledge, business acumen, and ability to drive growth in a remote setting.
Job Description
About the Role
The Customer Service Manager role at GE Vernova is a critical position that requires a unique blend of technical expertise, business acumen, and customer-facing skills. As a leader in the Steam Power Americas Fossil team, you will be responsible for the service execution of outages and projects on GE's Fossil installed base of steam turbines. Your day-to-day activities will involve planning and executing outages, managing complex steam turbine and generator maintenance projects, and driving customer satisfaction.The role is part of a dynamic team that is passionate about delivering exceptional customer experiences. You will have the opportunity to work closely with cross-functional teams, including engineering, finance, sales, and sourcing, to drive business growth and improve customer outcomes.
What You Will Do
- Act as the single point of contact for customers, providing technical and business support to assigned customers in designated geographic regions
- Establish and maintain contact with customers to provide ongoing support and drive customer satisfaction
- Plan and execute outages, including scope planning, event parts, and repairs planning
- Manage the commercial business needs of assigned customers, including project estimating, contract negotiation, and billing and collection
- Oversee transactional proposals, extra work, and job cost estimator proposals for assigned customers
- Negotiate concessions and drive emergent work for major repair projects
- Collaborate with internal stakeholders to drive fulfillment excellence, including EHS, quality, schedule, productivity, and cost
- Develop and maintain relationships with challenging customers and establish credibility through excellent communication and project management skills
- Stay up-to-date with industry trends and developments, applying this knowledge to drive innovation and improvement in customer service
What We Are Looking For
- Bachelor's Degree from an accredited University or College, or equivalent experience
- Minimum of 5 years of experience in a customer-facing role in the power generation industry or similar industry
- Strong knowledge of steam turbine and generator design, operations, and maintenance
- Experience planning and executing outages, including scope planning and event parts
- Familiarity with contracts and service agreements
- Strong quality background, with Black Belt certification preferred
- Excellent leadership, financial, and commercial skills
- Demonstrated communication and organizational skills, with the ability to establish credibility and develop relationships with challenging customers
Nice to Have
- Experience working with GE, Alstom, and other manufacturers' Fossil steam turbines and generators
- Knowledge of power generation equipment and industry trends
- Familiarity with project management tools and software
- Certification in a related field, such as engineering or business administration
Benefits and Perks
- Competitive salary and bonus structure
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Flexible and remote work arrangements
- Access to cutting-edge technology and industry-leading training programs
- Comprehensive benefits package, including health, dental, and vision insurance
- Retirement savings plan and employee stock purchase program
- Generous paid time off and vacation policy
How to Stand Out
- Ensure you have a strong understanding of steam turbine and generator maintenance, as well as experience with project management tools and software.
- Develop a portfolio that showcases your technical expertise, customer service skills, and ability to drive business growth.
- Practice your communication and presentation skills, as you will be working closely with customers and internal stakeholders.
- Be prepared to discuss your experience with contracts and service agreements, as well as your ability to negotiate concessions and drive emergent work.
- Highlight your ability to work in a fast-paced, dynamic environment and your willingness to travel up to 50% of the time.
- Research the company culture and values, and be prepared to discuss how your skills and experience align with GE Vernova's mission and vision.
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