Senior Services Manager - Digital Customer Reliability

GE Vernova•Houston, TX

5d•Hybrid

About The Position

Essential Functions / Responsibilities: Provide expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a digital focus. Promote the team’s ability to achieve service, quality and timeliness of objectives. Leverage industry experience, equipment knowledge, software know-how, and customer satisfaction skills to deliver world class predictive analytics and monitoring solutions to assigned customer accounts. Serve as liaison between business and technical aspects of projects. Influence the development of strategy and policy formulation for the area of responsibility, including control of resources. Interpret internal and external business challenges and recommend best practices to improve products, processes or services. Stay informed of industry trends and make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering. Plan project stages and assess business implications for each stage. Monitor progress to assurance deadlines, standards, and cost targets are met. Assess quality of information given and ask pertinent questions to stakeholders. Provide new solutions to problems outside of set parameters. Use multiple internal and external sources outside of own function to help arrive at a decision. Communicate difficult concepts and influence others' options on particular topics. Advise, guide, and mentor others on technical information and relationship management.

Requirements

Bachelor’s degree or equivalent in Mechanical Engineering, Electrical Engineering, Chemical Engineering, or related.
Seven (7) years of experience in reliability engineering, power generation, software services, or a combination thereof within the Petrochemicals, Oil & Gas, or Power Industries.
Seven (7) years of operations and maintenance experience in Rotating and Stationary Equipment reliability engineering to include at least three (3) of the following industrial assets: Multi OEM Gas Turbines (Aeros & Frames), Turbo Compressors, Reciprocating compressors, Steam Turbines, HRSGs, or Dry Gas Seal systems
Five (5) years of experience in Advanced Predictive Analytics to analyze, diagnose, and provide engineering recommendations
Five (5) years of experience leveraging engineering expertise to develop Asset Performance Management (APM) software analytics and to detect equipment failure modes and thermal performance
Using artificial intelligence (AI) to monitor, manage, and optimize data modeling
Greenfield or brownfield project management under EPCC (Engineering, Procurement, and Construction Contracts) or EPCM (Engineering, Procurement, and Construction Management) methodologies
Working with cross-functional teams across engineering, sales, and external customers
Preparing reports, presentations, and engineering documentation to communicate project status and findings to executives.

Responsibilities

Provide expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a digital focus.
Promote the team’s ability to achieve service, quality and timeliness of objectives.
Leverage industry experience, equipment knowledge, software know-how, and customer satisfaction skills to deliver world class predictive analytics and monitoring solutions to assigned customer accounts.
Serve as liaison between business and technical aspects of projects.
Influence the development of strategy and policy formulation for the area of responsibility, including control of resources.
Interpret internal and external business challenges and recommend best practices to improve products, processes or services.
Stay informed of industry trends and make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering.
Plan project stages and assess business implications for each stage.
Monitor progress to assurance deadlines, standards, and cost targets are met.
Assess quality of information given and ask pertinent questions to stakeholders.
Provide new solutions to problems outside of set parameters.
Use multiple internal and external sources outside of own function to help arrive at a decision.
Communicate difficult concepts and influence others' options on particular topics.
Advise, guide, and mentor others on technical information and relationship management.