General Electric Nuclear Customer Service Manager (Rotating Equipment) in Ontario
Role Summary:The CSM is the frontline GE leader interfacing with the customer for all site services, including long-range maintenance planning, detailed outage planning, execution and all related commercial activities. CSM will demonstrate GE values and support company priorities. Responsible for fostering strong relationships with key functional counterparts, developing strong execution teams and sustainable performance and partnering with commercial counterparts to develop strong customer relationships.
Essential Responsibilities:Drive the Nuclear business strategy & achieve order intake targets. You will be accountable for supporting the strategic & operational priorities of the business, achieving financial targets associated with your portfolio of units, ensuring safety & HOP are the #1 priority, performance against critical customer performance metrics and exceptional customer experience.
Acquire, assess and act on customer feedback to improve performance and customer relationships
Serve as single point of contact to customers on all matters related to execution lifecycle
Drive performance improvement through post outage lessons learned meetings and implementation of corrective & preventive measures
Establish and maintain knowledge of GE products & services
Work with commercial counterparts to develop growth plans for assigned customers
Work with commercial counterparts/customers to develop long-term asset plans with optimal balance between inspection, repair, replacements and upgrades, which maximize performance against customer objectives in line with the Nuclear strategy. Ensure applicable TILs & SBs are reviewed with customer and incorporated as appropriate
Work closely with commercial counterparts on business development and to develop potential sales opportunities into orders
Coordinate across internal functions, operations, suppliers and customers to develop outage scopes, supporting execution plans, cost estimates and pricing. This includes site services, parts, repairs and execution related to PMO projects
Ensure resources (people, tooling, suppliers, etc.) are assigned in a timely fashion and are of the caliber necessary to achieve best in class performance and an exceptional customer experience
Ensure pro-active, rigorous execution planning and risk mitigation in line with customer planning processes and expectations of the GE Nuclear business
Establish clearly defined and integrated GE & Customer organization structure, as well as clear lines of communication, escalation procedure and process for efficiently managing major issues
Maintain close engagement with site execution and support issues & growth work as needed
Ensure timely completion of Field Service reports, submittal of costs, invoicing to customers and payment
Establish ongoing focus on driving higher revenues & profitability through growth work, productivity improvements and cost reduction
Maintain thorough understanding of financial status and forecasts to support pacing & blueprint updates. Identify opportunities to fill gaps against plan and any notable risks to financial Plan
Manage technical and commercial resolution to warranty claims
Ensure defined processes and supporting systems across ITR are utilized to ensure consistency across the business to help all functions support the business effectively & efficiently.
Support key operational meetings, including LCTs, LATs, 5Qs and “Run Calls”
Establish a formal program to develop a strong bench of Field Engineers with direct experience supporting Darlington nuclear to ensure sufficient backup options in the near term and strong, sustainable performance for the future
Ensure Darlington team, commercial team and critical support operations (i.e. FieldCore, APM, OSS, engineering) are all aligned and able to support bidding and executing full, turnkey outages related to the Refurbishment program and regular cycle outages occurring in parallel with Refurbishment outages
Work with CSM counterpart at Bruce Power to share OE, identify opportunities for synergy & economies of scale and develop strategies & tactics to realize the synergies & economies of scale
Minimum of Associates Degree in engineering or engineering technology from accredited University or College.
Bachelor’s Degree in engineering or engineering technology preferred
Minimum of 5 years experience as shift leader or supervisor in Steam Turbine power plant maintenance OR as project manager of steam turbine capital upgrade, replacement or life-extension projects
Minimum 2 years and 8 outages working as a Field Engineer on Nuclear outages. At least 3 outages as the first shift Lead Field Engineer
Knowledge of steam turbine-generator design and operations
Knowledge of basic Nuclear power plant design & operation desirable
Experience scoping & planning steam turbine maintenance outages
Demonstrated communication & organizational skills
Experience working directly with customer teams to plan and/or execute steam turbine plant maintenance
Demonstrated, strong leadership traits & ability
Financial and commercial accumen
Demonstrated orientation and results in performance improvement
- Willingness and ability to travel 50% of the time
About Us:GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
GE Canada works on things that matter. The best people and the best technologies taking on the toughest challenges. Finding solutions in energy, health and home, transportation and finance. Building, powering, moving and curing the world. Not just imagining. Doing. GE works. This is your chance to become a part of a company internationally known for its reputation as an innovative industry leader that will invest in your success and growth. GE Canada has been recognized as a Top Employer in Canada for 2018. Join GE Canada and help us make a real difference creating the next generation of products and services that will impact the world for generations to come. For more information visit our website at www.ge.com/ca and follow us on Twitter at: http://twitter.com/GE_Canada and YouTube at http://www.youtube.com/user/GECanada.
Headquartered in Baden, Switzerland, Steam Power Systems combines unmatched expertise with the broadest range of technologies to help customers deliver sustainable and reliable power around the world. We set the standard for efficient power generation from coal, oil, nuclear, and biomass by providing exceptional performance over the life of a power plant.
Additional Locations:Canada;Ontario;Toronto, Oakville, Mississauga, Bowmanville;