Sr Service Manager 2 - Customer Service Management

GE Vernova

2d • Remote

About The Position

All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Impacts the team’s ability to achieve service, quality and timeliness of objectives. The role is subject to operating policy objectives. There is moderate autonomy within the role. High levels of operational judgment are required to achieve outcomes required. Position Overview The Customer Service Manager (CSM) serves as the primary point of contact for customers throughout the full outage lifecycle — from initial scope development through execution and closeout. This role demands a rare combination of deep technical expertise and exceptional interpersonal skills. The CSM is accountable for building lasting customer relationships, driving commercial outcomes, and ensuring every project is planned and executed with safety, quality, delivery, and cost (SQDC) excellence.

Requirements

• Foundational technical knowledge is a non-negotiable prerequisite for this role. Candidates without this foundation will be unable to independently perform the core duties of the CSM position. Background as a Mechanical TFA (Technical Field Advisor) or Outage Manager is strongly preferred — this experience provides the technical foundation essential to day-one effectiveness
• Working knowledge of Steam Power equipment, systems, and outage work scopes
• Familiarity with GE Vernova tools, applications, and processes used to quote, plan, execute, and close out projects
• Demonstrated ability to develop scopes of work, man-loaded schedules, and job cost estimates
• Strong understanding of EHS standards and quality requirements in field service environments
• The ideal candidate will demonstrate average or above performance in all of the following attributes Organization & Compartmentalization: Ability to manage multiple concurrent projects and priorities without losing focus or detail Leadership & Ownership: Takes initiative, holds themselves accountable, and drives outcomes without waiting for direction Communication: Listens actively and communicates clearly — both in writing and verbally — with customers, peers, and leadership Conflict Resolution: Effectively navigates difficult conversations, de-escalates tense situations, and finds constructive paths forward Task-Switching: Adapts fluidly between strategic planning and tactical execution across multiple active workstreams Humility: Recognizes the value of team input, remains coachable, and prioritizes outcomes over ego

Nice To Haves

• Experience operating within the Fossil, Industrial, or Nuclear Steam Power segments
• Familiarity with the Outage End-to-End (OE2E) process
• Exposure to GE Vernova's SQDC mindset and Vernova Way behaviors

Responsibilities

• Serve as the single point of contact for assigned customers, building trust and long-term reliance through consistent, credible communication
• Engage in substantive technical discussions with customers during ITO (Inquiry to Order) processes, establishing credibility from the first interaction
• Proactively identify customer needs and develop solutions aligned with business priorities
• Develop detailed, customer-specific scopes of work tailored to equipment type and service requirements
• Build comprehensive, man-loaded project schedules based on clearly defined scopes
• Develop accurate job cost estimates grounded in detailed scheduling and resource planning
• Lead end-to-end outage planning, including contingency development for scope variations and field surprises
• Collaborate closely with Local Customer Team (LCT) members across functions to ensure seamless project execution
• Apply a deep understanding of EHS and quality risks inherent to each scope of work
• Actively participate in Daily Management meetings and team forums to share best practices and drive process improvements
• Contribute to a strong team culture through peer collaboration, knowledge sharing, and openness to feedback

Benefits

• GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation.
• GE Vernova is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
• GE Vernova will only employ those who are legally authorized to work in the United States for this opening.
• Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
• Available benefits include medical, dental, vision, and prescription drug coverage; access to Health Coach from GE Vernova, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services.
• Retirement benefits include the 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.
• Other benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off.
• GE Vernova Inc. or its affiliates (collectively or individually, “GE Vernova”) sponsor certain employee benefit plans or programs GE Vernova reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a GE Vernova welfare benefit plan or program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed