Lead Customer Fulfilment Leader

GE Vernova•Atlanta, GA

18h

About The Position

The Customer Fulfilment Leader – 3rd Party Steam Turbine Repairs serves as the primary liaison between the region and 3rd party (external) repair facilities, managing repair demands allocated to sub-suppliers. They provide strategic leadership to balance timely customer deliveries and cost efficiency, leveraging KPIs within the organisation Framework. Key responsibilities include developing forecasts for 3rd party Steam Turbine repair demand, allocating customer demands to appropriate repair shops, collaborating with Region CPM / Sales teams for optimal service placement, driving operational rhythm with weekly S&OE calls, overseeing repair demand logistics, and ensuring timely shipments and meeting customer promise dates. The leader will also drive LEAN projects, standardize processes, and implement Standard Work to achieve a customer-focused environment that prioritizes on-time delivery while minimizing inventory. The role involves overseeing repairs job processing, including intake and data entry into internal systems, actively monitoring pipeline and progress, forecasting and demand planning, serving as the primary contact for internal customer inquiries and managing issue resolution, collaborating with operations to track order commitments, exercising judgment in proposing solutions, utilizing internal resources for challenges, overseeing regional repair escalations, driving customer fulfilment KPIs, building relationships with regional P&L leaders, collaborating with SI&OP and commercial teams, supporting 3rd party suppliers, resolving delivery challenges, serving as the voice of the customer for regional escalations, overseeing regional short-cycle orders, and leading efforts to integrate, standardize, and simplify systems.

Requirements

Bachelor’s degree in mechanical engineering or related field
Minimum of five years technical / planning experience in the power industry
Experience in Services & Customer Order and Fulfilment / Material Management
Strong repairs or technical background, focused on Steam Turbine and related technologies
Possess a strong understanding of key business drivers, leveraging this knowledge to enhance work processes
Ensure seamless integration of team efforts with broader organizational goals

Nice To Haves

Strong project & stakeholder management skills
Strong interpersonal skills
Strong oral and written communications
Analytical mindset and problem solving
Overall proficiency with MS Excel, Word, Outlook, database tools

Responsibilities

Developing forecast for 3rd party Steam Turbine repair demand aligned to overall network capacity and demand profile.
Allocating customer demands to the appropriate 3rd party repair shop based on needs and capacity.
Collaborating with Region CPM / Sales teams to ensure accurate job information for optimal service placement.
Driving operational rhythm with weekly S&OE calls, accountable for opportunity or backlog status, 3rd party capabilities and to manage stakeholder expectations.
Overseeing repair demand logistics, ensuring timely shipments and meeting customer promise dates.
Drive LEAN projects, standardize processes and implement Standard Work to achieve customer focused environment that priorities on-time delivery whilst minimizing inventory.
Oversee repairs job processing, including intake, data entry into internal system (CPQ, RDM and others), actively monitoring pipeline and progress by developing weekly S&OE rhythm, partnering with the Sales team and stakeholders.
Forecasting and demand planning, partnering with regional CFL to plan optimal work allocation.
Serve as the primary contact for internal customer inquiries and manage the resolution of complaints or issues.
Lead the issue resolution strategies.
Collaborate with operations to track and communicate order commitments and status updates to customers.
Exercise judgment in proposing solutions beyond standard parameters, guided by prior experience and on the job training.
Utilize internal resources and analytical skills to address challenges.
Oversee regional repair escalations and pacing processes as needed.
Drive all relevant customer fulfilment KPIs, with a focus on fulfilment metrics.
Build and maintain strong relationships with regional P&L leaders and actively participate in regional operational and communication rhythms.
Collaborate with SI&OP and commercial teams to validate outage and transactional repair forecast inputs, developing Supply Plan(s) and managing Line of Balance (LoB).
Support 3rd party suppliers by managing backlog, balancing workloads, and optimizing processes.
Partner with Repairs Sourcing team to ensure forecast demand visibility and enable smooth order management.
Take immediate action to resolve challenges affecting the delivery cycle or OTD.
Serve as the voice of customer for regional escalations, ensuring concerns are effectively addressed.
Oversee regional short-cycle orders, reduce processing time, and minimize backlog.
Lead efforts to integrate, standardize, and simplify systems, ensuring alignment with regional and global directives.
Develop and implement strategies for customer fulfilment metrics, regularly communicating results and initiatives to the regional customer base.
Perform other tasks assigned by the immediate leader / manager, either verbally or in writing.

Benefits

Medical coverage
Dental coverage
Vision coverage
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
Tax-advantaged 401(k) savings opportunity with company matching contributions
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