Sr Customer Service Manager

**Job Description Summary**: At Steam Power we are used to change and have been continuously adapting to respond to the to the many factors shaping our industry. Change is how we keep pace with the world around us and ensure our long-term sustainability. To achieve this requires us adopting a strong services mindset that becomes the very DNA of Steam Power. As a result, we have become more of a services organization.
We believe our success in large part will depend on us being as diverse of a team as our customers and regardless of our role, every one of us can contribute to making Steam Power the service provider of choice by customers around the globe.
**Job Description**:
As a member of the Steam Power, Services team as a Customer Service Manager, you will be an active contributor to the integrate and develop processes that meet business needs across the organization, 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. This role will require you to be fluent in English and available to travel at least 50% of the time.
Success in this role looks like:
You will be an indispensable team member, with excellent communication & organizational skills.
Who You Are:
You are someone who brings Strong leadership, financial and commercial skills
You have experience with customer facing roles, managing complex projects, including planning and execution of outages.
Your Role:
- Act as the single point of contact to the customer.
- 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.
- 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 safety, engineering, finance, sales, sourcing, affiliates, risk, parts, and repairs.
- 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 mínimal acceptable financial impact to GE.
- Responsible for driving fulfillment 5 excellence including: EHS, Quality, Schedule, Productivity and Cost at assigned customer sites.
Basic Qualifications:
- Bachelor’s Degree from an accredited University or College OR (a High School Diploma / GED with a minimum of 4 years of experience in a customer facing role or and associates degree and 2 years of experience in a customer facing role).
- At least 5 additional years of experience in a customer facing role.
- Fluent in English
- Willingness and ability to travel 50% of the time.
Desired Qualifications:
- Bachelor’s Degree Preferred.
- Knowledge & experience within the power industry.
- Knowledge of steam turbine & boiler design, operations and maintenance.
- Knowledge of Brazil local regulations and requirements for job set up and execution
- Experience planning and executing outages.
- Strong quality background with Black Belt certification.
- Strong leadership, financial and commercial skills.
- Team leader in a dynamic, energetic and proactive environment.
- Demonstrated communication & organizational skills.
- Experience establishing credibility and developing relationships with challenging customers
**Additional Information**:
**Relocation Assistance Provided**:No
LI-Remote - This is a remote position

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