Job Description Summary
The Aero Portfolio Customer Service Leader will serve as the dedicated liaison between internal/external organizations and be assigned to lead managing the TVA Aero Contractual Service Agreement (MYA) account portfolio, own the customer relationship, care for customer operations wing to wing, and directly contribute to the overall P&L ITR business strategy.
Job Description
Essential Responsibilities:
- Foster and develop strong relationships with customers as the single point of contact caring for Aero customer operations wing to wing servicing a large fleet of LM Products within GE Gas Power, part of GE Vernova.
- Manage customer relationship w/stakeholders and overall communication strategy for the multiple sites accounting for many New Gas Power LM units.
- Responsible for Contract Service Account customer portfolio, ITR strategy account management, and strong financial acumen P&L Revenue, Margin, & Cash growth
- Establish contact to provide on-going technical and business support to assigned TVA customer account portfolio overseeing Post New Unit Commissioning I&C HOM process w/subsequent New Unit warranty claim management.
- 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.
- Oversee New Unit and/or Services warranty processing and applicable commercial considerations including concessions as they arise balancing benefit outcomes for the customer and GE.
- Develop outage scope/communicating scope hand off requirements to the One Field Service team.
- Responsible for outage/non-outage parts planning including requests for quotes, providing quotes to customers, placing/managing parts orders.
- Manage safe outage planning, and execution mindful of our GE Vernova "Life Saving Rules".
- Lead direction for all emergent/forced outage resolution.
- Accountable for the wing-to-wing outage execution via organizing pre-outage, post-outage and outage milestone meetings to deliver desired outcomes.
- Responsible for all customer invoicing/credit memo processing.
- Responsible for directing emergent (as needed) technical problem troubleshooting/resolution with Product Service Engineering.
- Own CSA contract leadership/obligations/execution and simultaneously manage multiple project deliverables (Parts, Field Service, MOH, Repairs, etc.)
- Consistently drive a Cost management culture within the organization and bring visibility to risks and opportunities ( warranty /parts / repairs / planning outages execution )
- Superior knowledge of lean standard for T&C's and contract risk/opportunity requirements such as LD/Bonus structure, while also selling the opportunity for Extra Work.
- Selling all flow-type services including Parts, FieldCore, Lease Engine from opportunity identification, quote preparation, order entry, demand placement, to sales conversion.
Want more jobs like this?
Get Customer Service jobs delivered to your inbox every week.
Qualifications/Requirements:
- Bachelor's Degree from an accredited University or College (OR a High School Diploma / GED with an additional 8 years of experience in power generation industry OR associate degree with 6 years of experience in a power generation industry)
- Minimum of 8-10 years of technical knowledge and experience within the power plant field services or contract performance management.
Desired Characteristics:
- Excellent situation awareness to see around corners.
- Technical experience project planning and executing outages in ITR organization.
- Strong project management and quality background w/Black Belt certification
- Strong leadership, P&L financial, and commercial skills
- Demonstrated communication strategies capable of influencing executive level outcomes.
- Lead with an analytical measured approach to develop focused solutions.
- Strong interpersonal skills with superior oral/written communication for presentations.
The salary range for this position is $118,000 - 160,000 USD. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate's experience, their education, and the work location. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. In addition, this position is eligible for 15% variable incentive compensation plan.
This position will stay open on the career website until 08/19/2024
Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness.
General Electric Company, Ropcor, Inc., their successors, and in some cases their affiliates, each sponsor certain employee benefit plans or programs (i.e., is a "Sponsor"). Each Sponsor reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor's welfare benefit plan or program. This document does not create a contract of employment with any individual.
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.
GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: Yes
#LI-Remote - This is a remote position