General Electric Lead Services Specialist - Customer Service Management in Taipei, Taiwan
Job Description Summary
Reporting to the Service Director, the Customer Service Leader, for the assigned customer and/or products portfolio, is responsible for contracts performance, including managing customer relationship and communication, scoping, planning, executing outages to achieve customer satisfaction, and identifying emergent work, to contribute to the country’s business objectives.
Function as the primary contact point of assigned customers or products and be responsible for the customer relationship, overall contracts performance.
Maintain constant contact with customers, obtain first-hand input on plant operational issues, and customer’s intentions in terms of repairs, upgrades, equipment/parts replacement and maintenance in general.
Be proactive about customer needs, act quickly to prevent competitors from entering GE installed base.
Work with Sales and Commercial Operations to respond to customer inquiry and participate in commercial discussions with customer, assist in sales campaigns for proposals development and contract negotiations.
For assigned contracts, be accountable for customer satisfaction, through Environment, Health & Safety performance, quality, timeliness, and financial performance:
Develop and implement execution plan to achieve contract profitability.
Plan outages jointly with the customer, and internally to GE. Make sure each contract has a thorough time schedule at inception. Review progress continuously to prevent delays.
Uncover customer additional needs during order execution and grow orders portfolio, in partnership with the commercial team.
Create a one-team spirit with GE internal partners such as Parts Solutions, field service teams, on-site and off-site repairs as required, and other functional organizations to make sure customer expectations are met.
Ensure execution is performed in compliance with the country rules and regulations on all business aspects: EHS, Quality Assurance, taxes, revenue recognition and other financial statutory requirements, import-export, past due & inventory, etc.
Hold accountable on those tasks or assignments appointed by Service Director and deliver the results expected.
As an on-site contact of customers for daily communication with customers to raise technical issues, site inquiries and other customer concerns.
Attend or organize meetings, conference calls between customers and GE for any resolutions about unit operations, technical issues and/or business discussions.
Support parts delivery, logistics and inventory to fulfill contractual requests, technical specifications and project/outage schedules.
Secure all advance payments, billings and cash-in on time with customers. Finding, alerting and resolving risks to avoid any delays for finance achievements.
Bachelor’s degree in Engineering or equivalent experience in power generation industry
5-8 years’ experience of customer/technical/project/team management in power generation industry.
Customer focus: excellent communication, presentation, interpersonal skill
Project Manager mindset
Proficiency in English
Computer application skills
Self-drive and ability to work under high pressure and time constraint
Ability to work multiple projects simultaneously and effectively in a cross-functional team.
Relocation Assistance Provided: No