Job Description Summary The Aero Customer Service Leader will provide the necessary support on pre and post-contractual administration & management, Terms & Conditions of the contract and the Management of claims. Also involves definition, management and execution of risk modeling activities in support of the contract or project and estimating processes and activities to support tenders and project reviews. In this role, the Aero Customer Service Leader will integrate and develop processes that meet business needs across the organization, manage complex issues within functional areas of expertise, be involved in long-term planning, own the customer relationship and contribute to the overall business strategy within Power Services, focused on the customers with Aeroderivative equipment in select countries in APAC, among others, Thailand, Myanmar, India and Bangladesh.Job DescriptionJob Description:
Responsible for the profitability and customer satisfaction for assigned contracts. Provide both service agreement, and time and material program management. Assist in sales campaigns for new contracts and proposals. Assure timely resolution of customer issues and customer satisfaction for assigned contracts. Interact with members of the customer service, parts & transactional services, field service, repair service and/or other teams. Function as liaison between internal organizations and customers for assigned contracts.
Developing specialized knowledge in their discipline. Serves as best practice/quality resource. Has awareness of latest technical developments in own area. Contributes towards strategy and policy development and ensure delivery within area of responsibility.
Has in-depth knowledge of best practices and how own area integrates with others; has working knowledge of competition and the factors that differentiate them in the market.
Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management, manufacturing, technology or engineering. Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions.
Acts as a resource for colleagues with less experience. May lead projects and resource requirements. Explains difficult or sensitive information. Works to build consensus. Developing persuasion skills required to influence others on topics within field.
Negotiate applicable concessions as they arise balancing maximum benefits/satisfaction for the customer with minimal acceptable financial impact to GE
Responsible for driving fulfillment 5 excellence including: EHS, Quality, Schedule, Productivity and Cost at assigned customer sites.
Required Qualifications:
Bachelor’s degree in Engineering from an accredited university or college.
Minimum of 5 years of experience in managing Service Contracts or Project Management in Power Generation business.
Strong senior stakeholder management experience.
Experience in strategic planning and complex project management execution.
Contractual experience / negotiating skills.
Willingness and ability to travel.
Fluent in English.
Desired Characteristics:
Strong oral and written communication skills.
Strong interpersonal and leadership skills.
Strong leadership and influencing skills.
Strong commercial and organizational skills.
Experience as Customer Facing Team.
Understanding of power business and project financials (Orders, Sales, CM, OM, Pacing, Margin Review, Cash)
Familiar with Aero Power Generation plants and equipment.
Demonstrated ability to analyze and resolve complex problems.
Demonstrated ability to lead programs / projects.
Ability to document, plan, market and execute programs.
Accountability and ownership.
Additional InformationRelocation Assistance Provided: No
