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Role Summary: The Senior Service Manager demonstrates accountability for functional, business, and broad company objectives. In this role you will integrate and develop processes that meet business needs across the organization, manage complex issues within functional areas of expertise, be involved in long-term planning, and contribute to the overall business strategy.
Essential Responsibilities: As the Senior Service Manager, you will:
Participate in development and lead the execution of the Services growth strategy
Be responsible for building strong long-term relationships with specific customers within the region
Lead complete field resource management efforts
Work closely with region sales leaders to ensure appropriate sales coverage and opportunities to achieve the services orders plan for region
Provide the operational leadership needed to drive profitable service growth
Be responsible for overall business management duties for assigned Field Engineers
Provide accurate and timely information to assigned personnel regarding salary planning, performance appraisals, career coaching and disciplinary action as required
Lead efforts to ensure customer service excellence for assigned customers
Lead service engineering to accomplish effective support of region customer service objectives
Manage cost control, quality, and operations-oriented customer communications
Implement Operation Safety Policy Instructions, conduct field work in compliance with OSHA and applicable regulations and encourage good employee safety practices
Participate and lead business Six Sigma process
Interface regularly with the Services Product Line Leader to review the progress of regional growth initiatives and participate in the development of new service offerings
Lead GE Energy Industrial business including profit and loss responsibility for field service and service center organizations in assigned (3 state) Western region geography
ITO and OTR leadership in the industrial market space
Lead profitable growth by adding and training qualified field resources and supporting fulfillment objectives
Provide effective support of Region customer service objectives
Manage operations budgets, (sales, CM, past due accounts, and aged inventory), cost control, quality, and operations-oriented customer communications
Lead safety, integrity and quality initiatives to insure safe work environment, compliance and other metrics
Integrate aspects of business model that incorporates Services, Parts & Repairs to provide total solution services
Lead the team to provide timely and effective warranty administration services.
Proactively work with Sales, Commercial Operations and Repairs Commercial Teams (RCT) to provide solutions in meeting customer needs
Provide accurate and timely information to assigned personnel regarding salary planning, performance appraisals, and career counseling and disciplinary action as required
Implement operation safety policy instructions; conduct fieldwork in compliance with OSHA and applicable regulations and encourage good employee safety practices
Proactively participate and lead business Lean Six Sigma activities and process
Bachelor’s Degree in Electrical, Mechanical or Industrial Engineering, Physical Science or technical discipline
Minimum of 10 years as a Field Engineer and/or similar professional business experience
Ability and willingness to travel approximately 25% of the time
Minimum of 5 years industrial or power generation field engineering experience
Minimum of 2 years Profit and Loss (P&L) or Area Engineer or Customer Service Engineer experience
Proficient computer skills (MS Office)
Experience managing / leading teams with multiple direct reports
Field Engineering Program graduate (GE Employees Only)
Knowledge of Consumer and Industrial (C&I) and TMGE hardware & equipment
Knowledge of information systems
Six Sigma training or equivalent quality training
Strong business acumen and commercial savvy
Ability to manage effectively in a dynamic and fast-paced environment
Strong customer service mindset
Effective team contributor and member
Ability to energize teams through inclusiveness and connection with people
Working knowledge of contract terms and conditions
Familiarity with project labor and material quoting tools
Ability to build trust by respecting the ideas and contributions of everyone
Strong oral and written communication skills
Strong interpersonal and leadership skills
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