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Senior Customer Satisfaction Leader, SA

  • GE Power
  • Experienced
  • Posted 9/14/2017 11:51:50 AM
  • 2978718
  • Job Function: Services
  • Business Segment: Power Power Services
Location(s): United States; Idaho, Montana, Oregon, Washington; Other

About Us:
GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

GE Power is a world leader in power generation with deep domain expertise that helps customers deliver electricity from a wide spectrum of fuel sources. We are transforming the electricity industry with the digital power plant, the world’s largest & most efficient gas turbine, full balance of plant solutions and our data-leveraging software. Our innovative technologies and digital offerings help make power and water more affordable, reliable, accessible and sustainable.

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.

Role Summary:
The Senior Customer Satisfaction Leader, SA demonstrates accountability for functional, business, and broad company objectives within PS. In this role, 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.

Essential Responsibilities:
You will function as a liaison between internal and external organizations and for assigned customers and/or contracts, own the customer relationship, and contribute to the overall business strategy. In this role, you will report to a Service Director.

As the Senior Customer Satisfaction Leader, you will:

  • Foster and develop strong relationships with customers, be the single point of contact (SPOC) for customers and manage customer communication and relationships
  • Be responsible for customer portfolio P&L and growth
  • Establish and maintain 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 and manage PS warranty and applicable commercial considerations including concessions as they arise balancing maximum benefits and satisfaction for the customer and GE
  • Be responsible for developing outage scope and communicating scope to FieldCore
  • Be responsible for outage and non-outage parts planning including requests for quotes, providing quotes to customers, placing/managing parts orders and addressing order issues as they arise
  • Be responsible for creating jobs within and updating Field Service Portal (FSP)
  • Be responsible for managing the Outage 360 process and processing of Change Orders
  • Leads direction for all emergent / forced outage resolution
  • Organize pre-outage, post-outage and outage milestone meetings
  • Establish “Pre” outage scope, obtain schedule and JCE, compare to standards to drive productivity in overall catalogue costs
  • Lead / participate in “PRE” session to insure all standards / productivity methods are applied to outages
  • Lead / participate in post outage P6 cost review, outage costs clearly bucketed to provide update to the catalogue
  • Overall responsibility for all customer invoicing and credit memo processing
  • Properly place and direct or delegate opening / escalation of Service Now (SN) cases
  • Ensure adherence to procurement process (approval and oversight)
  • Be responsible for KPI metrics for assigned portfolio and for customer strategy & intelligence
  • Ensure all applicable technical documents such as TILs, SBs, etc. are received and understood by the customer
  • Receive new unit hand-over from GPS post new unit Installation & Commissioning and administer service during new unit warranty period
  • Oversee and manage the new unit (NU) warranty management system
  • Develop & own plan for oOEM growth
  • Serve as primary contact for coordinating with PMO on all CM&U upgrades
  • 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
  • Open / create events in Oracle Alpha OFS as required
  • Be responsible for updating Field Service Portal (FSP) by progressing jobs from Oracle Alpha (OFS) and ICAM or creating manual jobs when necessary to ensure an accurate eighteen-month outage forecast
  • 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
  • Lead lean outage workouts for major projects
  • Work with customers to define upcoming events to enable optimal resource planning

  • Bachelor’s Degree from an accredited university or college (OR a High School Diploma / GED with a minimum of 4 years of experience in power generation industry OR Associate's Degree with a minimum of 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

  • Ability and willingness to travel 50% of the time

Desired Characteristics:
  • Understand impact of market dynamics on customer business model to develop strategic planning and proposals: coordinate with Sales to develop extra work (EW) proposals for assigned customers
  • Participate in Contract Margin Review Discussion / Presentation
  • Determine steps to improve contract margin YOY
  • Maximize contract bonus guarantees and mitigate LD’s
  • Manage Digital and Total plant solutions agreements and coordinate with the respective functional groups
  • Responsible for ensuring assigned customer unit records and configuration management are updated
  • Bachelor’s Degree in a technical / engineering degree ie. Mechanical, Electrical
  • Experience planning and executing outages
  • Strong quality background with Black Belt certification or equivalent quality 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

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Locations: United States; Idaho, Montana, Oregon, Washington; Other

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 conditional upon the successful completion​ of a background investigation and drug screen.

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