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 Customer Service Manager’s (CSM) primary role will be managing the services business for GE Jenbacher & Waukesha reciprocating gas engines through its Channel Partners and with direct customers in the territories of Bangladesh and India.
Essential Responsibilities: • Single point of service contact for Channel Partners/Customers • Manage the customer relationship for each assigned Channel Partner/Customer; reflective of the relationship being a partnership between the company and customers • Drive and manage the daily service operation for the assigned territories • Planning and forecasting of service activities • Technical & administrative coordination with other GE functions including engineering, sales, field service, parts fulfillment, outage management, repair, modification, training, commissioning, warranty, concession and other activities required to deliver on GE’s obligations • Assure timely resolution of customer issues by leveraging the broader GE functions within the team • Drive customer satisfaction and develop solutions focusing on productivity, cost control and on-time delivery • Manage the assigned territories and contracts in a profitable manner aligned to the overall objectives of the business, including developing strategies and actions required to achieve this • Provide financial projections for the business, working closely with the Sales and Finance functions to provide quarterly estimates for revenue, manage timely billing and receivables collection • Work with Channel Partners to identify and support regional growth strategies • Assist & support service and channel team on country specific strategies, including process improvement and productivity initiatives • Work with GE’s Commercial team & Sales Team, providing support on service aspects, pricing decisions • Flexibility to attend any other reasonable tasks as required.
Qualifications/Requirements: • Technical/Engineering degree • Project and/or After-Sales Management experience • Minimum 5 years of power generation / oil & gas related experience • Minimum 2 years reciprocating engine experience • Demonstrated high level of communication and organizational skills • Familiarity with business ERP systems and strong MS Office skills • Strong business/financial skills • Understanding of common finance metrics and basic accounting principles • Fluent in English and local languages (Bengali /Hindi)
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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