Sr Services Manager - Customer Service Management
WFA Digital Insight
The demand for exceptional customer service managers in the tech industry has grown significantly, with a 25% increase in job postings over the past year. As companies prioritize customer satisfaction and retention, skilled professionals who can balance technical expertise with interpersonal skills are in high demand. GE Vernova's commitment to excellence and customer-centric approach makes this role stand out. With the remote work landscape expanding, candidates should be prepared to showcase their ability to work independently and collaboratively in a virtual environment. Before applying, consider how your technical background and customer service experience align with GE Vernova's goals and values.
Job Description
About the Role
The Sr Services Manager - Customer Service Management role at GE Vernova is a critical position that requires a unique blend of technical expertise and exceptional interpersonal skills. As the primary point of contact for customers throughout the full outage lifecycle, this role demands a deep understanding of customer needs, technical requirements, and project management principles. The successful candidate will be responsible for building lasting customer relationships, driving commercial outcomes, and ensuring every project is planned and executed with safety, quality, delivery, and cost (SQDC) excellence.In this role, you will be working closely with cross-functional teams, including the Local Customer Team (LCT), to ensure seamless project execution. Your technical knowledge and experience in managing outages, scopes of work, and project schedules will be essential in driving success. You will also be expected to apply a deep understanding of EHS and quality risks inherent to each scope of work, ensuring that all projects are executed with the highest level of safety and quality.
The Sr Services Manager will be part of a dynamic team that values collaboration, knowledge sharing, and openness to feedback. As a key member of the team, you will be expected to contribute to a strong team culture, participate in Daily Management meetings, and share best practices to drive process improvements.
What You Will Do
- Serve as the single point of contact for assigned customers, building trust and long-term reliance through consistent, credible communication
- Engage in substantive technical discussions with customers during ITO (Inquiry to Order) processes, establishing credibility from the first interaction
- Proactively identify customer needs and develop solutions aligned with business priorities
- Develop detailed, customer-specific scopes of work tailored to equipment type and service requirements
- Build comprehensive, man-loaded project schedules based on clearly defined scopes
- Develop accurate job cost estimates grounded in detailed scheduling and resource planning
- Lead end-to-end outage planning, including contingency development for scope variations and field surprises
- Collaborate closely with Local Customer Team (LCT) members across functions to ensure seamless project execution
- Apply a deep understanding of EHS and quality risks inherent to each scope of work
- Actively participate in Daily Management meetings and team forums to share best practices and drive process improvements
What We Are Looking For
- Bachelor's Degree from an accredited university or college in Engineering
- Background as a Mechanical TFA (Technical Field Advisor) or Outage Manager is strongly preferred
- Working knowledge of Steam Power equipment, systems, and outage work scopes
- Familiarity with GE Vernova tools, applications, and processes used to quote, plan, execute, and close out projects
- Demonstrated ability to develop scopes of work, man-loaded schedules, and job cost estimates
- Strong understanding of EHS standards and quality requirements in field service environments
- Excellent communication and interpersonal skills
- Ability to work independently and collaboratively in a virtual environment
- Proficiency in Excel and other project management tools
Nice to Have
- Experience operating within the Fossil, Industrial, or Nuclear Steam Power segments
- Familiarity with the Outage End-to-End (OE2E) process
- Exposure to GE Vernova's SQDC mindset and Vernova Way behaviors
- Certification in project management or a related field
- Experience with remote work and virtual collaboration tools
Benefits and Perks
- Competitive compensation package
- Discretionary annual bonus
- Opportunities for professional development and growth
- Flexible and remote work arrangements
- Access to cutting-edge technology and tools
- Collaborative and dynamic work environment
- Comprehensive benefits package, including health, dental, and vision insurance
- Paid time off and holidays
- Retirement savings plan
How to Stand Out
- Showcase your technical expertise and experience in managing outages, scopes of work, and project schedules to stand out as a candidate.
- Develop a strong understanding of EHS and quality risks inherent to each scope of work to demonstrate your commitment to safety and quality.
- Highlight your ability to work independently and collaboratively in a virtual environment, including proficiency in remote work and virtual collaboration tools.
- Be prepared to provide specific examples of how you have built lasting customer relationships and driven commercial outcomes in previous roles.
- Research GE Vernova's SQDC mindset and Vernova Way behaviors to demonstrate your understanding of the company's values and culture.
- Consider obtaining certification in project management or a related field to enhance your credentials and competitiveness as a candidate.
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