Customer Service Manager - Steam Power Field Services

About the Role

The Customer Service Manager will be the single point of contact for customers, responsible for providing technical and business support, as well as managing the commercial business needs of the assigned portfolio. This includes project estimating, contract negotiation, project execution, billing, and collection. The ideal candidate will have experience with steam turbine and generator maintenance planning, as well as strong leadership and financial skills.

The role will involve traveling up to 50% of the time, so candidates must be willing and able to travel frequently. A Bachelor's Degree from an accredited University or College is required, although a High School Diploma or GED with relevant experience may also be considered.

What You Will Do

• Act as the single point of contact for customers, providing technical and business support
• Manage the commercial business needs of the assigned portfolio, including project estimating and contract negotiation
• Lead the service execution of outages and projects on GE's Fossil installed base of steam turbines
• Negotiate contracts and concessions with customers, balancing benefits with financial impact
• Oversee transactional proposals, extra work, and job cost estimator proposals
• Drive fulfillment excellence, including EHS, quality, schedule, productivity, and cost
• Establish and maintain contact with assigned customers to provide ongoing support
• Manage the planning and execution of outages, including closeout oversight and event parts planning
• Interface with internal stakeholders, including engineering, finance, sales, and sourcing teams
• Establish work scope, pricing, and drive emergent work for major repair projects
• Oversee billing and collection for assigned projects

What We Are Looking For

• Bachelor's Degree from an accredited University or College
• Minimum of 5 years of experience in a customer-facing role in the power generation industry
• Strong technical knowledge of steam turbines and generators, including design, operations, and maintenance
• Experience with project management, including planning, execution, and closeout
• Excellent customer service skills, with the ability to establish and maintain relationships with customers
• Strong leadership and financial skills, with experience managing commercial business needs
• Ability to travel up to 50% of the time
• Strong communication and organizational skills
• Experience with contracts and service agreements
• Black Belt certification or equivalent quality background

Nice to Have

• Experience with GE, Alstom, or other manufacturers' Fossil steam turbines and generators
• Knowledge of power generation equipment, including steam turbines and generators
• Experience with outage planning and execution
• Familiarity with transactional proposals and job cost estimator proposals
• Strong analytical and problem-solving skills

Benefits and Perks

• Competitive compensation package
• Opportunity to work with a leading company in the power generation industry
• Flexible work arrangement, with the ability to work remotely
• Comprehensive benefits package, including health insurance and retirement savings
• Professional development opportunities, including training and education programs
• Recognition and reward programs, including bonuses and incentives
• Collaborative and dynamic work environment, with a team of experienced professionals
• Access to cutting-edge technology and equipment, including steam turbines and generators
• Opportunity to work on high-profile projects, with the potential for career advancement

• Tip: Highlight your experience with steam turbine and generator maintenance planning, as well as your ability to manage complex projects and negotiate contracts.
• Tip: Emphasize your excellent customer service skills, including your ability to establish and maintain relationships with customers.
• Tip: Be prepared to discuss your experience with project management, including planning, execution, and closeout.
• Tip: Show your knowledge of power generation equipment, including steam turbines and generators, and be prepared to discuss your experience with outage planning and execution.
• Tip: Demonstrate your strong leadership and financial skills, including your ability to manage commercial business needs and negotiate contracts.
• Tip: Be prepared to discuss your experience with contracts and service agreements, as well as your familiarity with transactional proposals and job cost estimator proposals.
• Tip: Highlight your ability to work in a fast-paced environment, with multiple priorities and deadlines, and demonstrate your strong communication and organizational skills.