Job Description Summary
Who We Are At Steam Power we are used to change and have been continuously adapting to respond to the many factors shaping our industry. Change is how we keep pace with the world around us and ensure our long-term sustainability. To achieve this requires us adopting a strong services mindset that becomes the very DNA of Steam Power. As a result, we have become more of a services organization. We believe our success in large part will depend on us being as diverse of a team as our customers and regardless of our role, every one of us can contribute to making Steam Power the service provider of choice by customers around the globe.
Reporting to the SSA Customer Services - Leader, the Customer Service Leader is ultimately responsible for the GE performance of an assigned portfolio of power stations from Sales to Execution. The Customer Service Leader is the primary customer point of contact and is accountable for all GE involved activities to provide the best customer experience whilst maximizing GE's profitability through the sales and execution of all GE services, including repairs, services, upgrades, parts deliveries and Outage execution.
Job Description
Essential Functions (Responsibilities):
As main interface point with the customers, obtain first-hand input on plant operational issues, and customer's intentions in terms of repairs, equipment/parts replacement, outages, and maintenance in general and interact with sales and engineering to present solutions to the customers on issues the customer may have.
Be proactive about customer needs, act quickly to prevent competitors from entering GE installed base and catalyze customer needs into demand creation for the business.
Partner with the Sales Managers, the Resident Engineers (where applicable), the Field Service Leader and any assigned project manager/outage manager in driving the execution of work.
Hold the 16.2 Appointee responsibility and ensure that EHS is constantly driven at the power station for all GE services.
Partner with the Quality team to ensure all quality requisites are complied with and to support actions to reduce COPQ in the services segment.
Drive usage of OTR tools with the services teams for better visibility to future outage events.
Support Services Sales and Commercial Operations to respond to customer inquiries and participate in commercial discussions with customers. Assist in "Mining the Installed Base" and sales campaigns.
Be accountable for customer satisfaction through Environment, Health & Safety performance, quality, Delivery, and Cost.
Create a one-team spirit within the Local and internal partners such as field service, engineering, sourcing as required, and other functional organizations to make sure customer expectations are met.
Drive the BBBEE transformation and localization strategy in the team and with our supply chain to secure local supply opportunities.
Support the planning of Customer's outages and the associated execution of GE Services.
Engage with Customer on new opportunities.
Ensure execution of services/repairs contracts as per set agreements.
Drive contract management administration (Early Warning, compensation events) in close coordination with the contract management team. Work closely with the Customers and internal support functions repairs/services/outages work on their respective stations.
Drive the One Team approach with customers on all interfaces.
Drive implementation of Lean Initiatives.
Ensure execution is performed in compliance with the country rules and regulations on all business aspects: EHS, Quality Assurance, taxes, revenue recognition and other financial statutory requirements, import-export, past due & inventory, etc.
Metrics:
Compliance with GEs policies incl. EHS
Customer Satisfaction
Orders
Contribution Margin, Cash in
Ontime Delivery
Outage Readiness
COPQ
Past Dues
Cost enhancement/reduction
Culture champion
Qualification/Requirements:
Bachelor's degree in business/Engineering or equivalent experience in power generation industry.
Significant experience of customer/technical/project/team management in power/industry and services market.
Self-drive and ability to work under high pressure and time constraints.
Ability to work on multiple projects simultaneously and effectively in a cross-functional team.
Ability to keep an overview of all service projects in execution to understand execution threats and implement mitigation actions.
Customer focus: good communication, presentation, interpersonal skill & proficiency in English.
Understanding of ITR Processes.
Desired Characteristics:
Strong and consistent outage planning rigor, challenge meetings, post-outage reviews.
Contract Management assertiveness.
Project management or Field experience in the power industry covering large and complex projects and equipment.
Leadership Influential skills to drive outcomes from the organization.
Structured problem solving.
Ability to effectively manage a team in highly matrixed, cross-functional and cross-cultural teams.
Strong team leader, who is self-motivated, confident, and able to work under high pressure and tight time constraints.
Strong verbal and written communication skills, able to influence stakeholders to deliver Customer & business needs.
Strong customer service focus.
GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Additional Information
Relocation Assistance Provided: No
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