Lead Services Specialist - Customer Service Management
GE Renewable Energy
Posted 11/23/2017 6:48:29 AM
Business Segment: Renewable Energy OnShore Wind
Location(s): Australia; Silverton
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: Manage the safe operation of the wind farm and ensure all aspects of the service contract are met. 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.
Essential 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. Develops a year plan for its own department. Is involved in discussions with other functions and teams about improvement in processes, procedures and ways of working. Contributes to plan of larger unit. Communicates across direct organization. Presents to senior leaders (EB and SEB) in specific technical space and on cross functional teams on how technologies interconnect and contribute to overall strategy. Diverse clients in a region. Follows frameworks to get through the processes. There is room for negotiating and client specific conditions. • Preparation of work programs for the timely servicing of assets • Develop and maintain service budget, actively monitor and control business expenses • Direct Administrator to raise purchase requests for parts, consumables etc. as required • Schedule team meetings to ensure GE’s policies and procedures are adhered to by each site • Guide and assist site leads in the proper maintenance of assets • Regularly inspect in-person the progress and quality of service/repair work • Maintain reports using GE’s various software management tools and databases • Ensure all work is performed in accordance with the organisation’s JSA, LOTO, EHS and associated policies/procedures • Provide management with regular status reports • Answer questions from management, Engineering, Sourcing, Projects etc. as required
Qualifications/Requirements: Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 4 years of experience in Services). Minimum of 3 additional years of experience in Customer Service Management. A background in Mechanical or Electrical Project Management. Significant experience in overall wind farm operations and maintenance will be highly regarded. Business management acumen for profit and loss control, business and financial reporting. Proven experience in business management and experience managing projects.
Desired Characteristics: Strong oral and written communication skills. Strong interpersonal and leadership skills. Ability to influence others and lead small teams. Lead initiatives of moderate scope and impact. Ability to coordinate several projects simultaneously. Effective problem identification and solution skills. Proven analytical and organizational ability.
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