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General Electric Customer Service Manager in Wilmington, North Carolina

Job Description Summary

At Steam Power we are used to change and have been continuously adapting to respond to the 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 adopting a strong services mindset that becomes the very DNA of Steam Power. As a result, we have become more of a services organization.

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

Job Description :

As a member of the Steam Power Americas Fossil and Industrial Business, you will be an leader of the service execution of outages and projects on GE’s industrial installed base of steam turbines and generators installed in various industrial applications such as Pulp and Paper, Refinery, Chemical, Agriculture, and Steel.

Success in this role looks like:

Establish yourself as a subject matter expert by demonstrating ability to plan and execute outages and projects with excellence in quality, safety, schedule compliance, profitability and high customer satisfaction .

You will be an indispensable business leader, with excellent steam turbine and generator maintenance planning knowledge and ability to manage complex steam turbine and generator outages and projects. The CSM is responsible for the P&L of the assigned portfolio with responsibilities for project estimating, contract negotiation, project execution, billing and collection, and project closeout.

Job Description

Who You Are:

  • You are someone who brings strong field engineering, technical direction, and or outage management knowledge on steam turbines and generators.

  • You have experience with GE, Alstom, and other manufacturers industrial steam turbines and generators.

  • You have the ability to manage the commercial business needs in addition to the technical requirements

Your Role:

  • Act as the single point of contact to the customer.

  • Responsible for customer portfolio P&L and growth

  • Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region

  • Responsible for outage scope planning and execution, including closeout oversight, event parts, and repairs planning

  • Act as the interface with various internal stakeholders such as engineering, finance, sales, sourcing, affiliates, risk, parts, and repairs.

  • Responsible for establishing work scope, pricing, and driving emergent work for major repair projects

  • Oversee transactional (TX), Extra Work, and Job Cost Estimator (JCE) proposals for assigned customers.

  • Negotiate applicable concessions as they arise balancing maximum benefits/satisfaction for the customer with minimal acceptable financial impact to GE

  • Responsible for driving fulfillment 5 excellence including: EHS, Quality, Schedule, Productivity and Cost at assigned customer sites.

Basic Qualifications:

  • Bachelor’s Degree from an accredited University or College OR ( a High School Diploma / GED with a minimum of 4 years of experience in a customer facing role or and associates degree and 2 years of experience in a customer facing role)

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

  • Willingness and ability to travel 50% of the time

Desired Qualifications:

  • Bachelor’s Degree Preferred

  • Knowledge & experience within the power generation equipment.

  • Knowledge of Steam Turbine and Generator design, operations and maintenance

  • Experience planning and executing outages.

  • Familiarity with Contracts and Service Agreements

  • Strong quality background with Black Belt certification

  • Strong leadership, financial, and commercial skills

  • Team leader in a dynamic, energetic and proactive environment

  • Demonstrated communication & organizational skills

  • Experience establishing credibility and developing relationships with challenging customers

Additional Eligibility Qualifications

GE will only employ those who are legally authorized to work in the United State for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable). This role is restricted to U.S. persons (i.e., U.S. citizens, permanent residents, and other protected individuals under the Immigration and Naturalization Act, 8, U.S.C. 1324b(a)(3)) due to access to export-controlled technology. GE will require proof of status prior to employment.

Additional Information

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).

Relocation Assistance Provided: no

Additional Information

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 requires U.S. employees to be fully vaccinated against COVID-19 unless you receive an approved medical or religious accommodation. Proof of vaccination will be required.

Relocation Assistance Provided: No

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