Senior Customer Service Management Staff Manager

Job Description Summary

The Senior Customer Services Manager provides expertise in sustained customer success and growth of controls retrofit projects and post-sales lifecycle management including technical support agreement, training, professional services, renewals, outcome attainment, retention, expansion, and customer advocacy across the Gulf, Turkey, Pakistan, and India subregion. This role is responsible for managing P&L and customer satisfaction within the assigned subregion by managing customer obligations, overseeing fixed-price and time-and-materials program management, and service agreements. The Senior Customer Services Manager will collaborate closely with teams across Customer, fulfillment Manager, field services, cross functional team, and operations with a forward-thinking approach aligned to GE Vernova’s SQDC priorities and Lean principles for maximum impact. Additionally, the role supports the Inquiry-to-Order (ITO) phase by partnering with sales and commercial teams to develop service proposals. The role has moderate autonomy, requiring high levels of operational judgment

Job Description

What you’ll do;

• Serve as a liaison between internal and external stakeholders for the assigned subregion. In this role, you will support Controls Solutions and Services clients, manage customer relationships, and contribute to the overall CSS business strategy for the MEIA region.
• Build and maintain strong customer relationships, serving as the single point of contact and managing all communications for the assigned subregion.
• Own the P&L for the subregion, identifying growth opportunities and driving revenue, margin, billing, and cash collection performance.
• Develop and own the site-level customer communication plan, and coordinate regularly with GE Vernova and the customer to propose change orders that deliver added value.
• Support the development of service proposals by providing estimates for labor, schedule, proposal language, subcontractor scope, tooling, logistics, and conducting risk assessments.
• Provide leadership and structure for project delivery planning, guiding Fulfillment Managers on project planning, risk identification, mitigation strategies, and contingency planning.
• Ownership of contract leadership ensuring all project deliverables are met while fully understanding the T&Cs and contract requirements.
• Be responsible for leading and coaching multi-disciplinary, multi-cultural teams consisting of GEV personnel, contingent workers, craft labor, and subcontractors.
• Build trusting relationships and collaborate effectively with senior-level customer and supplier management on commercial, execution, technical, and compliance matters.
• Provide subject matter expertise (SME) on controls retrofit projects and post-sales.
  
  

What you’ll bring (Basic Qualifications);

• Bachelor’s degree in engineering from an accredited university.
• Minimum of 10 years of experience with GEV control product systems (Mark VI, Mark VIe, EX2100/ EX2100e etc.) in commercial, services, engineering, and/or project management.
• Ability and willingness to travel domestically and internationally, as needed.
  
  

What will make you stand out;

• Ability to develop influential customer relationships.
• Master's degree from an accredited university
• Strong oral and written communication skills. Strong interpersonal and leadership skills. Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs / projects. Ability to document, plan, market, and execute programs. Established Services management skills.
• 5 years of experience in the OT Cyber Security industry, Mark VIe field Services or OTR engineering
• High proficiency with computer tools (MS Office suite)
• Experience in SAP
  
  

Additional Information

Relocation Assistance Provided: No