Customer Satisfaction Leader (CSL)

GE Vernova

3d•Remote

About The Position

As the Satisfaction Leader, you will need to demonstrate accountability for functional, business, and broad company objectives within Gas Power. 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. As the Satisfaction Leader, you will: Serve as a liaison between internal/external organizations and for assigned customers, own the customer relationship, and contribute to the overall business strategy Foster and develop strong relationships with customers, be the single point of contact for customers and manage customer communication and relationships Be responsible for customer portfolio P&L and growth Establish 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 Gas Power warranty and applicable commercial considerations including concessions as they arise balancing maximum benefits for the customer and GE Be responsible for developing outage scope/communicating scope to One Field Services Be responsible for outage/non-outage parts planning including requests for quotes, providing quotes to customers, placing/managing parts orders Be responsible for managing the Outage 360 process and processing of Change Orders Lead direction for all emergent/forced outage resolution Organize pre-outage, post-outage and outage milestone meetings Be responsible for all customer invoicing/credit memo processing Be responsible for On-Site Repairs, 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 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, One Field Services, Lease Engine from opportunity identification, quote preparation, order entry, demand placement, to sales conversion Manage Digital and Total plant solutions agreements and coordinate with functional groups

Requirements

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-Associates degree with 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
Willingness and ability to travel 50% of the time
Legal authorization to work in the U.S. is required.
To the extent that you are applying for a position that requires you to operate a GE owned / leased or rented vehicle for company business, you must be willing to submit to a check of your driving record.

Nice To Haves

Bachelor’s Degree preferably in a technical / engineering degree i.e..Mechanical, Electrical
Experience planning and executing outages.
Strong quality background with Black Belt 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

Responsibilities

Serve as a liaison between internal/external organizations and for assigned customers, own the customer relationship, and contribute to the overall business strategy
Foster and develop strong relationships with customers, be the single point of contact for customers and manage customer communication and relationships
Be responsible for customer portfolio P&L and growth
Establish 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 Gas Power warranty and applicable commercial considerations including concessions as they arise balancing maximum benefits for the customer and GE
Be responsible for developing outage scope/communicating scope to One Field Services
Be responsible for outage/non-outage parts planning including requests for quotes, providing quotes to customers, placing/managing parts orders
Be responsible for managing the Outage 360 process and processing of Change Orders
Lead direction for all emergent/forced outage resolution
Organize pre-outage, post-outage and outage milestone meetings
Be responsible for all customer invoicing/credit memo processing
Be responsible for On-Site Repairs, 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
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, One Field Services, Lease Engine from opportunity identification, quote preparation, order entry, demand placement, to sales conversion
Manage Digital and Total plant solutions agreements and coordinate with functional groups

Benefits

medical, dental, vision, and prescription drug coverage
access to Health Coach from GE Vernova, a 24/7 nurse-based resource
access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services
GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants
tuition assistance
adoption assistance
paid parental leave
disability benefits
life insurance
12 paid holidays
permissive time off