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Senior Customer Service Leader

  • GE Power
  • Experienced
  • Posted 1/26/2017 9:59:43 AM
  • 2766875
  • Job Function: Services
  • Business Segment: Power Power Services
Location(s): United States ; Illinois, Indiana, Iowa, Michigan, Minnesota, Ohio, Wisconsin; Unspecified


About Us:
GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

GE Power is a world leader in power generation with deep domain expertise that helps customers deliver electricity from a wide spectrum of fuel sources. We are transforming the electricity industry with the digital power plant, the world’s largest & most efficient gas turbine, full balance of plant solutions and our data-leveraging software. Our innovative technologies and digital offerings help make power and water more affordable, reliable, accessible and sustainable.


GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Role Summary:
The Senior Customer Service Leader will demonstrate accountability for functional, business, and broad company objectives within Power Services. In this role you will execute time and material as well as firm priced steam turbine and generator outages in the region, integrate and develop processes that meet business needs across the organization,

Essential Responsibilities:
As the Senior Customer Service Leader, you will manage complex issues within functional areas of expertise, be involved in long-term planning, own the customer relationship, and contribute to the overall business strategy.

In addition, you will:

  • Act as the single point of contact to the customer
  • Be responsible for customer portfolio P&L and growth
  • Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region
  • Be responsible for outage scope planning and execution, including closeout oversight, event parts, and repairs planning
  • Act as the interface with various internal stakeholders such as engineering, finance, sales, sourcing, affiliates, risk, parts, and repairs
  • Be responsible for establishing work scope, pricing, and driving emergent work for major repair projects
  • Oversee transactional (TX), Extra Work, and Job Cost Estimator (JCE) proposals for assigned customers
  • Negotiate applicable concessions as they arise balancing maximum benefits / satisfaction for the customer with minimal acceptable financial impact to GE
  • Manage a team of direct reports and provide accurate and timely information to direct reports related to salary planning, performance appraisals, career coaching and disciplinary action as required
  • Be responsible for driving fulfillment 5 excellence including: EHS, Quality, Schedule, Productivity and Cost at assigned customer sites



Qualifications/Requirements:
  • Bachelor’s Degree from an accredited university or college (OR an Associate’s Degree from an accredited college or university with a minimum of 2 years of experience in a customer facing role OR a High School Diploma / GED with a minimum of 4 years of experience in a customer facing role)
  • Minimum of 5 years of experience in a customer facing role



Desired Characteristics:
  • Knowledge & experience within the power industry
  • Experience planning and executing outages
  • Familiarity with contracts and T&Cs
  • Strong quality background with Black Belt certification or equivalent quality certification
  • Strong leadership, financial and commercial skills
  • Team leader in a dynamic, energetic and proactive environment
  • Experience working with customer leadership teams
  • Demonstrated communication & organizational skills
  • Strong interpersonal skills
  • Management of field engineers who are remotely located

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Locations: United States ; Illinois, Indiana, Iowa, Michigan, Minnesota, Ohio, Wisconsin; Unspecified

GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

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