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.
Role Summary: The Senior Service Director will demonstrate accountability for Customer, functional, business, and company objectives. In this role you will integrate and drive processes that meet business and customer needs across the organization, manage complex issues, be involved in short and longterm planning and execution, and contribute to the overall business strategy.
Essential Responsibilities: As the Senior Service Director, you will: • Be responsible for providing oversight for all contractual and transactional customers in your portfolio • Own profit and loss responsibility (i.e. orders, sales, margin, cash) for the Power Generation Services (PGS) business including parts, repairs, field services and performance services for the customers in your portfolio • Drive operational excellence and rigor on Fulfillment 5 metrics (i.e. EHS (Environmental Health and Safety) / Quality / Cycle / Cost / Productivity) and leverage key productivity tools in lean and quality to deliver process excellence • Track performance in key areas such as EHS, customer satisfaction, productivity, outage planning, FE training and talent development • Drive improvement through identification and implementation of corrective and preventative actions • Set the tone for EHS, with a SAFETY first, always mindset • Establish and drive effective targets for Injury & Illness (I&I), near misses, observations, etc. • Team with Sales to develop the long-term growth strategy for your customers, both transactional and contractual and drive Inquiry to Order (ITO) deal development, long term strategic partnerships, and deal closure • Assist with short and longterm business planning (i.e. Op Plan, Growth Play Book, SII) • Work with the PGS (Power Generation Services) headquarter teams to explore growth opportunities both providing input on what the region’s needs are as well as executing offerings • Manage customer relationships at multiple levels of their organization, providing regional leadership presence • Work closely with Services leadership to investigate, analyze and resolve customer issues in a timely manner • Develop the next level of Services leadership • Be responsible for hiring, training and development, mentoring, salary planning, performance and career assessment (Employee Management System (EMS), Session C), and disciplinary actions as required, for assigned direct reports • Align Contract Performance Manager’s and Service Manager’s by customer to most effectively fulfill on PGS product line offerings and customer satisfaction • Work with PGS team to understand both short and long term outage forecast, resource needs, and assist with plan for adequate resourcing • Own Customer Playbooks and work with the local area sales team to develop retention, growth, risk, and fulfillment strategies • Own margin review input / output, integrated outage forecasting, and 5Quarter process jointly with Risk, Sales, Commercial Operations, and Marketing teams as appropriate • Review / validate Outage Tracker, Division of Responsibility (DOR) compliance, and FSP inputs • Be responsible for backlog, forecasting, pipeline and weekly financial tracker updates for PGS financials • Understand trends and drivers, and effectively communicate risks, opportunities, changes, and key gap closure activities • Own and drive a cash target (including inventory) and resolve key past due or collection issues
Qualifications/Requirements: • Bachelor’s Degree • Minimum of 5 years of Engineering or Business experience • Minimum of 5 years technical knowledge of power plant equipment with gas turbine, steam turbine, or generator experience • Minimum of 2 years of management experience with direct reports
Desired Characteristics: • Profit & Loss (P&L) leadership experience, which includes short and long-term business planning • Contractual Services Experience • Power Services Experience (GE Employees Only) • Ability to communicate effectively at all levels of the customer’s and GE’s organizations • Experience in developing and maintaining customer relationships • Contract negotiations experience • Strong quality background • Black Belt Certified or equivalent quality certification • Strong leadership / influence and business / commercial skills • Team leader in a dynamic, energetic and proactive
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