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General Electric Steam Nuclear South Customer Service Manager (Remote) in Phoenix, Arizona

Job Description Summary

At Steam Power we are familiar with change and have been continuously adapting to respond 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 to adopt a strong services mindset that becomes the very DNA of Steam Power. As a result, we have become an increasingly services-based organization.

We believe our success in large part will depend on us being as diverse a team as our customers are and regardless of our role, recognize that every one of us can contribute to making Steam Power the service provider of choice by customers around the globe.

Job Description

As a Customer Service Manager (CSM) in the GE Steam Power Americas Nuclear South 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 GE’s 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 outages and projects to a high standard of safety, quality, schedule compliance, profitability, and high customer satisfaction.

Roles and Responsibilities:

  • 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.

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

  • Appreciate the value and diversity of people and the importance of their development and contributions

  • 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 portfolio – geographic West, Southwest, South USA

  • 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; management of outage services, 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 site

  • 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:

  • 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 an Associate Degree and a minimum of 4 years of experience in a customer facing role)

  • At least 5 additional years of experience in a customer facing role in the power generation industry

  • Willingness and ability to travel 50% of the time, often with little notice

  • 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

  • Have experience with field services, manufacturing and/or repairs, and parts

Desired Qualifications:

  • Bachelor’s Degree in STEM (Science, Technology, Engineering, Math) preferred

  • Field Engineer experience in turbine and generator maintenance and/or installation

  • Knowledge & experience within the nuclear power environment / nuclear plant operations

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

  • Experience planning and successfully executing outages Have experience with GE, Alstom, and other manufacturers of steam turbines, generators, and balance of plant

  • Have the proven ability to manage commercial business needs in coordination with technical requirements

  • Have effective leadership skills, including strong influencing ability and direct report management

  • Appreciate the value and diversity of people and the importance of their development and contributions

  • Strong background with Contracts and Service Agreements

  • Strong quality background with Lean and/or Black Belt certification

  • Strong leadership, financial, and commercial skills

  • 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 salary range for this position is $109,000-$181,000 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. In addition, this position is eligible for variable incentive compensation.

Available health and welfare benefits include healthcare, prescription drug, dental, and vision coverage; savings account options (such as a Health Care Flexible Savings Account, Health Reimbursement Account, Limited Purpose Flexible Spending Account, and Dependent Care Flexible Spending Account); and an employee assistance program. Additional benefits include a defined contribution 401(k) plan, employee life insurance, optional dependent life insurance, employee accidental death or dismemberment insurance coverage, salary continuance program benefits for disability, optional long-term disability, pre-tax transportation/commuter program, paid holidays, paid time off, parental leave, a layoff plan for salaried employees, tuition reimbursement program, use of Cariloop, adoption assistance, optional identity theft prevention insurance, optional personal legal assistance, and optional personal excess liability insurance.

Additional Information

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: No