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General Electric Customer Service Manager in Home/Remote/Alternate, Alberta

Job Description Summary

The Customer Service Manager demonstrates accountability for functional, business, and broad company objectives within the US Services business. In this role you will 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.

Job Description

Essential Responsibilities:

  • 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 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 minimal acceptable financial impact to GE.

  • Responsible for driving fulfillment 5 excellence including: EHS, Quality, Schedule, Productivity and Cost at assigned customer sites.

Minimum Qualifications:

  • Bachelor’s Degree from an accredited University or College OR ( a High School Diploma / GED with a minimum of 6 years of experience in a customer facing role or and associates degree and 4 years of experience in a customer facing role)

  • At least 5 years of experience in a customer facing role.

Eligibility Requirements:

  • Willingness and ability to travel 50% of the time.

Desired Characteristics:

  • Bachelor’s Degree Preferred.

  • Knowledge & experience within the power industry.

  • Knowledge of steam turbine, generator & boiler design, operations and maintenance

  • 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.

  • Experience working with customer leadership teams.

  • Demonstrated communication & organizational skills.

  • Strong interpersonal skills.

  • Experience establishing credibility and developing relationships with challenging customers.

Additional Information

Relocation Assistance Provided: Yes