Job Description Summary

The Customer Service Leader will serve as the liaison between internal/external organizations and for assigned customers, own the customer relationship, and contribute to the overall business strategy.

Job Description

Essential Responsibilities:

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  Foster and develop strong relationships with customers as the single point of contact for customers

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  Manage customer communication and relationships

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  Responsible for customer portfolio and growth

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  Establish contact to provide on-going technical and business support to assigned customers

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  Develop and own site customer communication plan, coordinate regular GE/Customer reviews to review existing and new GE products/services that could provide value for the customer

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  Oversee PS warranty and applicable commercial considerations including concessions as they arise balancing maximum benefits for the customer and GE

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  Develop outage scope/communicating scope to FieldCore

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  Responsible for outage/non-outage parts planning including requests for quotes, providing quotes to customers, placing/managing parts orders

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  Manage the Outage 360 process and processing of Change Orders

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  Lead direction for all emergent/forced outage resolution

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  Organize pre-outage, post-outage and outage milestone meetings

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  Responsible for all customer invoicing/credit memo processing and for On-Site Repairs and Part and Component Repairs performed in GRS including planning repair scope, requests for repair quotes, scheduling repairs and addressing repairs issues in the GE network

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  Own contract leadership and fulfillment including all project deliverables and understanding the Ts&Cs and contract requirements such as LD/Bonus structure, injection of new technology to maximize

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  Selling all flow-type services including Parts, FieldCore, Lease Engine from opportunity identification, quote preparation, order entry, demand placement, to sales conversion

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  Manage Digital and Total plant solutions agreements and coordinate with functional groups.

Qualifications/Requirements:

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  Bachelor’s Degree from an accredited University or College (OR a High School Diploma / GED with a additional 4 years of experience in power generation industry OR Associates degree with an additional 2 years of experience in a power generation industry)

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  5 years of knowledge and experience within the power plant (aero-derivative plant and equipment) or contract management

Eligibility Requirements:

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  Willingness and ability to travel 50% of the time.

Desired Characteristics:

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  Engineering degree highly desired.

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  Experience planning and executing outages. Strong quality background with Black Belt certification

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  Strong leadership, financial and commercial skills

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  Team leader in a dynamic, energetic and proactive environment

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  Experience working with customer leadership teams

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  Demonstrated communication & organizational skills Strong oral and written communication skills

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  Strong interpersonal skills

As a federal government contractor, GE may in the future be required to have U.S. employees fully vaccinated against COVID-19. Some GE customers currently have vaccination mandates that may apply to GE employees.

#LI-Remote – This is a remote position