Customer Satisfaction Leader (CSL)

Job description

3518999
Additional Cities

All Other
Career Level

Experienced
Relocation Assistance

Yes
Business

GE Gas Power
Business Segment

Gas Power Americas
Function

Services
Country/Territory

United States
Additional States/Provinces

Arizona, New Mexico
Role Summary/Purpose

As the Satisfaction Leader , you will need to demonstrate accountability for functional, business, and broad company objectives within Gas Power. You will be responsible for the profitability and customer satisfaction for assigned contracts and customer obligations, provide service agreement, fixed price, and time and material program management, and interact with members of the customer service, parts and transactional services, field service, repair service, and/or other teams.

Essential Responsibilities

As the Customer Satisfaction Leader (CSL), you will:

·  Serve as a liaison between internal/external organizations and for assigned customers, own the customer relationship, and contribute to the overall business strategy
·  Foster and develop strong relationships with customers, be the single point of contact for customers and manage customer communication and relationships
·  Be responsible for customer portfolio P&L and growth
·  Establish contact to provide on-going technical and business support to assigned customers
·  Develop and own site customer communication plan, coordinate regular GE/Customer reviews to review existing and new GE products/services that could provide value for the customer
·  Oversee Gas Power warranty and applicable commercial considerations including concessions as they arise balancing maximum benefits for the customer and GE
·  Be responsible for developing outage scope/communicating scope to FieldCore
·  Be responsible for outage/non-outage parts planning including requests for quotes, providing quotes to customers, placing/managing parts orders
·  Be responsible for managing the Outage 360 process and processing of Change Orders
·  Lead direction for all emergent/forced outage resolution
·  Organize pre-outage, post-outage and outage milestone meetings
·  Be responsible for all customer invoicing/credit memo processing
·  Be responsible for On-Site Repairs and Part and Component Repairs performed in GRS including planning repair scope, requests for repair quotes, scheduling repairs and addressing repairs issues in the GE network
·  Own contract leadership and fulfillment including all project deliverables and understanding the T&Cs and contract requirements such as LD & Bonus structure, injection of new technology to maximize
·  Be responsible for selling all flow-type services including Parts, FieldCore, Lease Engine from opportunity identification, quote preparation, order entry, demand placement, to sales conversion
·  Manage Digital and Total plant solutions agreements and coordinate with functional groups

Qualifications/Requirements

·  Bachelor’s Degree from an accredited University or College (OR a High School Diploma / GED with a minimum of 4 years of experience in power generation industry OR Associates 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 management

Desired Characteristics

·  Bachelor’s Degree preferably in a technical / engineering degree ie. Mechanical, Electrical
·  Experience planning and executing outages.
·  Strong quality background with Black Belt 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 oral and written communication skills
·  Strong interpersonal skills

About Us

GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com

At GE's Gas Power, we're pushing the boundaries of what's possible within gas power generation to help our customers achieve the right balance between power plant performance and environmental sustainability. Our world-class portfolio of gas power systems and services utilizes the centuries of experience and has expanded across the entire plant

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is anEqual Opportunity Employer . Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
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 drug screen (as applicable).
Primary Country

United States
Primary State/Province

Arizona