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Customer Service Manager

  • GE Power
  • Experienced
  • Posted 7/26/2017 5:37:20 PM
  • 2932207
  • Job Function: Services
  • Business Segment: Power Gas Power Systems
Location(s): Japan; Minato


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.

Role Summary:
The Customer Service Manager’s (CSM) primary role at Distributed Power Services will be managing services business for GE Jenbacher & Waukesha reciprocating gas engines with its Channel Partners and direct customers in the territories of Japan, Korea, Malaysia and the Philippines.

Essential Responsibilities:
• Single point of service contact for Channel Partners/Customers
• Manage the customer relationship for each assigned Channel Partner/Customer; reflective of the relationship being a partnership between the company and customers
• Drive and manage the daily service operation for the assigned territories
• Planning and forecasting of service activities
• Technical & administrative coordination with other GE functions including engineering, sales, field service, parts fulfillment, outage management, repair, modification, training, commissioning, warranty, concession and other activities required to deliver on GE’s obligations
• Assure timely resolution of customer issues by leveraging the broader GE functions within the team
• Drive customer satisfaction and develop solutions focusing on productivity, cost control and on-time delivery
• Manage the assigned territories and contracts in a profitable manner aligned to the overall objectives of the business, including developing strategies and actions required to achieve this
• Provide financial projections for the business, working closely with the Fulfillment, Sales and Finance functions to provide quarterly estimates for revenue, manage timely billing and receivables collection
• Work with Channel Partners to identify and support regional growth strategies
• Assist & support service and channel team on country specific strategies, including process improvement and productivity initiatives
• Work with GE’s Commercial & Sales teams, providing support on service aspects, pricing decisions
• Flexibility to attend any other reasonable tasks as required.

Qualifications/Requirements:
• Technical/Engineering degree
• Customer Service, After-Sales Management and/or Project experience
• Minimum 5 years of power generation / oil & gas related experience
• Minimum 2 years reciprocating engine experience
• Demonstrated high level of communication and organizational skills
• Familiarity with business ERP systems and strong MS Office skills
• Strong business/financial skills
• Understanding of common financial metrics and basic accounting principles
• Fluent in English and Japanese

Desired Characteristics:
• Superior leadership, interpersonal and strategic skills
• Ability to represent the company towards customers, partners and other stakeholders
• Be a deal maker
• Ability to work in a matrix environment, influence and motivate diverse teams to achieve a unified goal
• Drive to interface effectively with all levels of the organization as well as organizations outside GE (customers and regulatory bodies)
• High energy, self-starter
• Strong oral and written communication skills

Locations: Japan; Minato
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