Senior Customer Service Management Staff Manager

Unspecified, Alabama
10 Jan 2017
31 Jan 2017
Oil and Gas
Contract Type
Full Time
The Senior Customer Service Management Staff Manager will demonstrate accountability for functional, business, and broad company objectives within PGS. In this role you 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.

Essential Responsibilities

As the Senior Customer Service Management Staff Manager, you will:
  • Act as the single point of contact to the customer
  • Be responsible for customer portfolio P&L and growth
  • Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region
  • Be responsible for outage scope planning and execution, including closeout oversight, event parts, and repairs planning
  • Act as the interface with various internal stakeholders such as engineering, finance, sales, sourcing, affiliates, risk, parts, and repairs
  • Be responsible for establishing work scope, pricing, and driving emergent work for major repair projects
  • Oversee transactional (TX), Extra Work, and Job Cost Estimator (JCE) proposals for assigned customers
  • Negotiate applicable concessions as they arise balancing maximum benefits / satisfaction for the customer with minimal acceptable financial impact to GE
  • Manage a team of direct reports and provide accurate and timely information to direct reports related to salary planning, performance appraisals, career coaching and disciplinary action as required
  • Be responsible for driving fulfillment 5 excellence including: EHS, Quality, Schedule, Productivity and Cost at assigned customer sites


  • Bachelor's Degree from an accredited university or college (OR an Associate's Degree from an accredited college or university with a minimum of 2 years of experience in a customer facing role OR a High School Diploma / GED with a minimum of 4 years of experience in a customer facing role)
  • Minimum of 5 years of experience in a customer facing role
  • Ability and willingness to travel 50% of the time, as required

Additional Eligibility Qualifications

GE 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 background investigation and drug screen.

Desired Characteristics

  • Knowledge & experience within the power industry
  • Experience planning and executing outages
  • Familiarity with Contractual Service Agreements
  • Strong quality background with Black Belt certification or equivalent quality certification
  • Strong leadership, financial and commercial skills
  • Team leader in a dynamic, energetic and proactive environment
  • Experience working with customer leadership teams
  • Demonstrated communication & organizational skills
  • Strong interpersonal skills
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