Senior Services Manager – Customer Service Management

🕒 4 days ago

🐊 Florida, Tennessee, +1 more states – Remote

🐊 Florida – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $119.6k - $199.4k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

GE Vernova

WebsiteLinkedInAll Job Openings

10,000+ employees

⚡ Energy

🚀 Aerospace

🤖 Artificial Intelligence

Energy • Aerospace • Artificial Intelligence

GE Vernova is a leader in the energy sector with over 130 years of experience, dedicated to electrifying the world while decarbonizing it. The company offers a broad portfolio of energy solutions including gas, hydro, nuclear, and wind power technologies, aimed at providing reliable, affordable, and sustainable energy. With a strong focus on innovation, GE Vernova plays a significant role in reducing the carbon footprint of global power systems and supports the transition to net-zero emissions by 2030.

📋 Description

• Serve as the senior customer-facing leader for assigned Aero fleets, building trusted executive and operational relationships while providing wing-to-wing support across a large installed base of LM products within GE Vernova Gas Power. • Champion a strong safety culture by leading outage planning and execution in full compliance with GE Vernova’s Life Saving Rules, safety standards, and operational excellence expectations. • Own overall account strategy, customer satisfaction, and commercial performance for a portfolio of Contract Service Agreements (CSAs), with accountability for revenue growth, margin expansion, cash collection, and contractual fulfillment. • Lead stakeholder engagement and customer communications across multiple sites, establishing clear communication strategies that align business objectives, operational priorities, and long-term partnership goals. • Provide technical and business leadership throughout the asset lifecycle, including commissioning-to-operations transitions, warranty support, fleet performance optimization, and issue resolution. • Direct warranty administration and commercial negotiations for new unit and service-related claims, balancing customer advocacy with GE Vernova’s financial, contractual, and strategic objectives. • Lead recurring customer business reviews and operational performance discussions, identifying risks, opportunities, and value-enhancing products and service solutions. • Define outage scope, planning requirements, and execution strategies while ensuring seamless coordination and handoff to One Field Services and other execution teams. • Own outage and non-outage parts planning, including RFQ development, proposal generation, order management, material readiness, and delivery execution. • Lead response efforts for emergent and forced outages, mobilizing cross-functional resources to restore customer operations safely and efficiently while minimizing operational and financial impacts. • Drive wing-to-wing outage execution through leadership of pre-outage planning, outage milestone management, and post-outage reviews to ensure safe, high-quality, on-time, and on-budget outcomes. • Ensure timely and accurate commercial execution, including invoicing, credit memo processing, cash management, and financial reconciliation activities. • Lead cross-functional technical issue resolution efforts in partnership with Product Service Engineering, Field Services, Supply Chain, and Product Management teams to resolve complex operational challenges. • Manage fulfillment of CSA contractual obligations across field services, maintenance programs, repairs, overhauls, parts supply, and performance commitments while coordinating multiple concurrent deliverables. • Drive disciplined cost management by proactively identifying, mitigating, and communicating operational, commercial, and warranty-related risks and opportunities. • Maintain expert knowledge of contract terms and conditions, including risk-sharing provisions, liquidated damages, performance incentives, and commercial remedies, while identifying and capturing additional revenue opportunities. • Drive growth across the Aero services portfolio, including parts, field services, upgrades, repairs, and lease engine solutions, from opportunity identification and proposal development through order conversion and execution. • Analyze complex business and operational challenges, leveraging internal and external data to develop actionable recommendations that improve customer outcomes, operational efficiency, and business performance. • Exercise sound judgment in resolving technical, operational, and commercial issues, evaluating available information, challenging assumptions, and delivering innovative solutions beyond established processes when required. • Lead projects and cross-functional initiatives of varying complexity, influencing stakeholders and driving alignment to achieve business objectives. • Communicate complex concepts effectively to customers, leadership, and internal teams, influencing decisions, building consensus, and driving successful outcomes across diverse stakeholder groups.

🎯 Requirements

• Bachelor’s Degree from an accredited University or College (OR a High School Diploma / GED with an additional 4 years of experience in power generation industry OR-associate's degree with 2 years of experience in a power generation industry) • Minimum of 5 years of knowledge and experience within the power plant field services or contract performance management. • Willingness and ability to travel approximately 40% as business needs require. • This role primarily supports a fleet based throughout Southern / Mid-West USA. • Must reside in USA - Texas, Tennessee, Georgia, Florida (adjacent State negotiable) and relocation package is included. • Visa sponsorship and immigration support are not available for this role.

🏖️ 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 • 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. • tuition assistance • adoption assistance • paid parental leave • disability benefits • life insurance • 12 paid holidays • permissive time off