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
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
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
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