Senior Customer Service Manager

Job Description SummaryAs a Customer Service Manager (CSM) in the GE Steam Power Americas Canada Region this role is a critical P&L (Profit & Loss) owner directly engaging with internal and external customers and delivering safe quality on time profitable outage execution on both GEs nuclear installed base of steam turbines generators and balance-of-plant components as well as on Other OEM (Original Equipment Manufacturer) equipment. This demanding role will require you to function effectively in a broad and matrixed environment.

Job Description

Success in this role looks like:

Establishing yourself as a subject matter expert by demonstrating personal ownership and accountability leadership experience technical aptitude professional communications financial acumen and situational ownership as exemplified by your ability to rigorously plan and successfully deliver nuclear steam turbine outages and projects to a high standard of safety quality schedule compliance profitability and high customer satisfaction.

Who You Are:

You understand the value customers are to our business and desire to excel in the critical interface role with them - realizing that interactions will be complex challenging and not always immediately positive.

You bring strong field engineering technical direction and/or outage management knowledge on steam turbines and generators to this critical role.

You have experience with field services manufacturing and/or repairs and parts with GE and BBC Turbines and Generators

You have the proven ability to manage commercial business needs in coordination with technical requirements

You have effective leadership skills including strong influencing ability and direct report management

You appreciate the value and diversity of people and the importance of their importance of their development and contributions.

Your Role:

Be an uncompromising advocate for the importance of thinking and working with Safety and Quality

Meaningfully engage and incorporate Lean principles to continuously improving safety quality productivity and profitability

Be the single point of contact to the nuclear customers in your Canada portfolio

Be responsible for your customer portfolio financial deliverables - P&L (Profit & Loss) and growth

Establish and maintain multiple customer contacts to provide on-going emergent and strategic support both technical and commercial - to your portfolio of customers

Be responsible for working closely with the commercial and sales teams to contribute to proposal content for coordinating outage scope planning and successful execution including: pre-outage safety emphasis roles and responsibilities clarity; accurate and complete cost estimations; management of outage services work packages preparation parts and repairs; closeout oversight including final report timely submittal; financial invoicing coordination customer negotiations on extra work where applicable.

Interface with and coordinate the efforts of various internal stakeholders such as engineering finance sales sourcing affiliates risk parts and repairs to achieve identified deliverables.

Be responsible for working with Sales and Commercial counterparts and your customers - to establish clear work scope pricing division of responsibilities plus drive identification and profitable capture of emergent work.

Oversee both planned and emergent outages extra work and Job Cost Estimator (JCE) proposals for assigned customers.

Negotiate applicable contracts and concessions as they arise balancing maximum benefits/satisfaction for the customer with minimal acceptable financial impact to GE

Be responsible for driving excellence across: EHS (Environmental Health & Safety) Quality Schedule Productivity and Cost at your customer sites

Exemplify creative problem-solving to result in mutual customer and company benefit

Be an effective People-Leader for both direct and matrixed reports; provide mentoring and contribute to pipeline development

Basic Qualifications(requirements):

Associate Degree or higher form of education in STEM (Science Technology Engineering Math) or related discipline from an accredited college or university with 8 years of experience in a customer facing role in the power generation industry OR 10 years of relatable technical experience in a customer facing role in the power generation industry.

Willingness and ability to travel 50% to 70% of the time to customer sites in Ontario often with little notice in order to maintain site physical presence and interaction with customer team during outages as well as in non-outage time

Willingness and ability to respond to customer issues regardless of day and time

The ability to obtain and maintain unescorted access at a nuclear facility

Desired Qualifications:

Field Engineer or comparable experience in turbine and generator maintenance and/or installations

Knowledge & experience within the nuclear power environment / nuclear plant operations in Canada

Knowledge of steam turbine and generator design operations and maintenance

Experience planning and successfully executing outages

Strong background with Contracts and Service Agreements

Strong quality background with Lean and/or Black Belt certification

Strong leadership financial and commercial skills including familiarity with / ability to quickly learn P6 RPDM MSOffice Excel AS9 and other software packages

Team leader in a changing and matrixed environment

Demonstrated strong communication & organizational skills

Experience establishing credibility; developing and maintaining relationships with challenging internal and external customers

The location for this position is flexible within the Greater Toronto Area

This job requires travel to USA hence candidate must have or obtain B1/B2 visa.

Additional Information

Relocation Assistance Provided: No

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1