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General Electric Customer Satisfaction Leader (CSL) in Tampa, Florida

Job Description Summary

All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Impacts the team’s ability to achieve service, quality and timeliness of objectives. The role is subject to operating policy objectives. There is moderate autonomy within the role. High levels of operational judgment are required to achieve outcomes required.

As the Service 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.

This role to support Florida Power and Light contracts. Candidates must reside or relocate within 3 hours from Juno Beach area.

Job Description

Roles and Responsibilities

  • Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area - Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer · Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area

  • Requires specialized knowledge within the function. Influence the development of strategy for the area of responsibility, including control of resources and influences policy formulation.

  • Interprets simple internal and external business challenges and recommends best practices to improve products, processes, or services. Stays informed of industry trends that may inform work.

  • Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology, or engineering. Has ability to assess quality of information given and ask pertinent questions to stakeholders. Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations. Uses multiple internal and some external sources outside of own function to help arrive at a decision.

  • May lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicates difficult concepts and may influence others' options on particular topics. May guide others to consider a different point of view.

  • Foster and develop strong relationships with customers, be the single point of contact for customers and manage customer communication and relationships.

  • 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 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.

Required Qualifications

  • Bachelor’s Degree from an accredited University or College (OR a High School Diploma / GED with a minimum of 5 years of experience in power generation industry OR Associates degree with 2 years of experience in a power generation industry)

  • Minimum of 5 years of knowledge and experience within the power plant field services or contract management

  • Candidates must reside or relocate within 3 hours from Juno Beach, FL area.

Eligibility Requirements

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

Desired Characteristics

  • Strong oral and written communication skills. Strong interpersonal and leadership skills. Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs / projects. Ability to document, plan, market, and execute programs. Established project management skills.

  • Bachelor’s Degree preferably in a technical / engineering degree ie. Mechanical, Electrical

  • 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 ( . 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