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: Reporting to the Service Director, the Customer Service Leader, for the assigned customer portfolio, is responsible for overall MYA/TX contract performance, including managing customer relationship and communication, scoping, planning, and executing Outages to ensure F5 metrics fulfillment, customer satisfaction, and contribute to the overall business strategy for both country & region.
Essential Responsibilities: • Function as the primary contact point of assigned customers and be responsible for the customer management/relationship/communication, overall contracts performance, scope execution, and site P&L growth; • Develop and implement business operation plans to achieve contract profitability through effective outage scope management, TX/EW/JCE proposal oversight, event plan/execution/close out to ensure Fulfillment-5 goals by contract; • Articulate to leadership & stakeholders, customer & country economics within their long term business strategy & forecast, manage GE & customer Compliance and integrate other GE services into their portfolio services strategy • Lead and develop a team of outage Managers and Customer Fulfillment Managers to achiever timely resolution of customer issues, parts/repairs planning & fulfillment, and overall customer satisfaction of PGS execution ; • Work with Sales and Commercial Operations to respond to customer inquiry and participate in commercial discussions with customer, assist in sales campaigns for new and extra work proposals development and contracts negotiation; • Accountable for the performance of field services, ensuring successful scheduled/unscheduled maintenance, new unit warranty management, and CM&U project implementation/coordination of assigned contract equipment; • Lead and develop a team of Technical Field Advisors (TFA) located in the assigned countries, which includes salary planning, performance management, career counseling, and disciplinary action as required.
Qualifications/Requirements: • Bachelor degree in Business/ Engineering or equivalent experience in power generation industry • 5-8 year experience of customer/technical/project/team management in power generation services industry.
Desired Characteristics: • Heavy duty gas turbines and controls system experience; • Customer focused: Excellent communication, presentation, interpersonal skill; • Affluent knowledge of commercial, finance, legal and related regulations and law; • Proficiency in English and in computer application skills; • Six Sigma certified is preferred • A good teamwork leader in a dynamic, energetic and complex environment, equipped with quick learning capability and well ownership; • Be self-motivated and able to work under high pressure and constraint time, committed and process oriented; • Ability to work multiple project simultaneously and effectively in a cross-functional team;
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