General Electric Customer Satisfaction Leader (CSL) in Remote, Michigan
Job Description Summary
As the Satisfaction Leader, you will need to demonstrate accountability for functional, business, and broad company objectives within Gas Power. You will be responsible for the profitability and customer satisfaction for assigned contracts and customer obligations, provide service agreement, fixed price, and time and material program management, and interact with members of the customer service, parts and transactional services, field service, repair service, and/or other teams.
As the Satisfaction Leader, you will:
Serve as a liaison between internal/external organizations and for assigned customers, own the customer relationship, and contribute to the overall business strategy
Foster and develop strong relationships with customers, be the single point of contact for customers and manage customer communication and relationships
Be responsible for customer portfolio P&L and growth
Establish contact to provide on-going technical and business support to assigned customers
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 Gas Power warranty and applicable commercial considerations including concessions as they arise balancing maximum benefits for the customer and GE
Be responsible for developing outage scope/communicating scope to FieldCore
Be responsible for outage/non-outage parts planning including requests for quotes, providing quotes to customers, placing/managing parts orders
Be responsible for managing the Outage 360 process and processing of Change Orders
Lead direction for all emergent/forced outage resolution
Organize pre-outage, post-outage and outage milestone meetings
Be responsible for all customer invoicing/credit memo processing
Be responsible for On-Site Repairs and Part and Component Repairs performed in GRS including planning repair scope, requests for repair quotes, scheduling repairs and addressing repairs issues in the GE network
Own contract leadership and fulfillment including all project deliverables and understanding the T&Cs and contract requirements such as LD & Bonus structure, injection of new technology to maximize
Be responsible for selling all flow-type services including Parts, FieldCore, Lease Engine from opportunity identification, quote preparation, order entry, demand placement, to sales conversion
Manage Digital and Total plant solutions agreements and coordinate with functional groups
Bachelor’s Degree from an accredited University (OR Associates degree from a College with 2 years of experience in a power generation industry)
Minimum of 6 years of knowledge and experience within the power plant field services or contract management
Ability to travel 50% of the time
Engineering degree ie. Mechanical, Electrical preferred
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 oral and written communication skills
Strong interpersonal skills
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://assets.phenompeople.com/CareerConnectResources/GE11GLOBAL/en_global/desktop/assets/images/poster_screen_reader_optimized_w_supplement.pdf) . 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).
As a federal government contractor, GE may in the future be required to have U.S. employees fully vaccinated against COVID-19. Some GE customers currently have vaccination mandates that may apply to GE employees.
Relocation Assistance Provided: Yes