Customer Service Leader

GE Vernova

3d • $119,600 - $199,400 • Remote

About The Position

The Customer Service Leader will serve as the liaison between internal/external organizations and for assigned customers, own the customer relationship and contribute to the overall business strategy. This role is primarily responsible for serving as the primary customer-facing leader for TVA’s Aero fleet, building trusted relationships and delivering wing-to-wing support across a large installed base of LM products within GE Vernova Gas Power. The leader will also manage stakeholder engagement, define the overall customer communications strategy, and oversee the Contract Service Agreement portfolio, account strategy, and commercial performance, with strong accountability for revenue, margin, and cash growth. Additionally, the role involves providing ongoing technical and business leadership for assigned accounts, including post-commissioning support, I&C handoff to operations, and new unit warranty claim management. The Customer Service Leader will develop and own customer communication plans, lead recurring GE/customer reviews, and oversee new unit and services warranty administration. They will also define outage scope, lead handoff requirements to the One Field Service team, and manage outage and non-outage parts planning. Driving safe outage planning and execution, providing leadership for emergent and forced outage response, and owning wing-to-wing outage execution are key responsibilities. The role also includes managing customer invoicing and credit memo processing, leading cross-functional technical issue resolution, and owning CSA contract execution and fulfillment of contractual obligations. A disciplined cost management culture and strong command of contract terms and conditions are essential, as is driving growth across flow service offerings.

Requirements

• Bachelor’s degree from an accredited college or university required; or a high school diploma/GED with an additional 8+ years of power generation industry experience; or an associate degree with 5 years of power generation industry experience.
• Minimum 8–10 years of LM Aeroderivative technical experience within the power generation industry, including demonstrated expertise in contract performance management, outages, and warranty execution.
• Willingness and ability to travel approximately 40% as business needs require.
• Must reside in Tennessee (United States).
• Must be legally authorized to work in the United States.
• Successful completion of a drug screen (as applicable).

Nice To Haves

• Strong situational awareness with the ability to anticipate challenges, identify risks early, and proactively navigate complex customer and business environments.
• Proven technical experience planning and executing outages within the ITR organization, with a strong focus on operational rigor and execution excellence.
• Strong project management and quality leadership background, with Black Belt certification preferred.
• Demonstrated leadership capability supported by strong P&L, financial, and commercial acumen.
• Demonstrated ability to develop and execute communication strategies that influence executive-level decision-making and outcomes.
• Leads with a disciplined, analytical, and measured approach to solving problems and developing focused, practical solutions.
• Strong interpersonal and written/verbal communication skills, including the ability to deliver clear, compelling executive presentations.

Responsibilities

• Serve as the primary customer-facing leader for TVA’s Aero fleet, building trusted relationships and delivering wing-to-wing support across a large installed base of LM products within GE Vernova Gas Power.
• Lead stakeholder engagement and define the overall customer communications strategy across multiple sites supporting a significant portfolio of New Gas Power LM units.
• Own the Contract Service Agreement portfolio, account strategy, and commercial performance, with strong accountability for revenue, margin, and cash growth.
• Provide ongoing technical and business leadership for assigned accounts, including post-commissioning support, I&C handoff to operations, and new unit warranty claim management.
• Develop and own customer communication plans and lead recurring GE/customer reviews to align on current performance and identify value-adding products and service solutions.
• Oversee new unit and services warranty administration, including commercial considerations and customer concessions, while balancing customer outcomes with GE Vernova business objectives.
• Define outage scope and lead clear handoff requirements to the One Field Service team to support seamless planning and execution.
• Lead outage and non-outage parts planning, including RFQs, customer quotations, order placement, and order management.
• Drive safe outage planning and execution in full alignment with GE Vernova’s Life Saving Rules and safety expectations.
• Provide leadership and direction for emergent and forced outage response to restore operations quickly and effectively.
• Own wing-to-wing outage execution by leading pre-outage, outage milestone, and post-outage reviews to deliver safe, high-quality, on-time outcomes.
• Manage customer invoicing and credit memo processing with accuracy, timeliness, and strong commercial discipline.
• Lead cross-functional technical issue resolution, partnering with Product Service Engineering to troubleshoot and resolve emergent issues as needed.
• Own CSA contract execution and fulfillment of contractual obligations while managing multiple concurrent deliverables across parts, field service, maintenance, overhauls, and repairs.
• Champion a disciplined cost management culture, proactively identifying and communicating risks and opportunities across warranty, parts, repairs, planning, and outage execution.
• Apply strong command of contract terms and conditions, including risk and opportunity provisions such as LD/bonus structures, while identifying and converting extra work opportunities.
• Drive growth across flow service offerings—including parts, OFS, and lease engines—from opportunity identification and proposal development through order entry, demand placement, and sales conversion.

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
• 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
• Relocation Assistance Provided

What This Job Offers

• Job Type: Full-time
• Career Level: Senior