Lead Customer Service Manager Job (Riyadh, United Arab Emirates, Bahrain, Egypt, Kuwait, Qatar, Saudi Arabia): Job Number: 1963929 Business: GE Power & Water Business Segment: PW-PGS Power Generation Services About Us: GE (NYSE: GE) works on things that matter. The best people and the best technologies taking on the toughest challenges. Finding solutions in energy, health and home, transportation and finance. Building, powering, moving and curing the world. Not just imagining. Doing. GE works. For more information, visit the companys website at ge Posted Position Title: Lead Customer Service Manager Career Level: Experienced Function: Services Function Segment: Field Services Location: United Arab Emirates, Bahrain, Egypt, Kuwait, Qatar, Saudi Arabia U.S. State, China or Canada Provinces: City: Riyadh Postal Code: Relocation Assistance: Yes Role Summary/Purpose: The Lead Customer Service Manager demonstrates leadership in communicating business goals, programs, growth and processes for an area or business segment. In this role you will utilize your experience or expertise to solve problems, develop and execute objectives for self and others, and have the ability to effect short-term and some long-term business goals. Essential Responsibilities: - Manage Transactional contracts from operations, financial, technical and risk perspectives - Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for each of the assigned product lines - Service may include request for Field Support, customer training, maintenance planning, spare parts, repair services, tooling and advice on operations - Responsible for the transactional business growth of the various GE power generation services product/service lines in collaboration with the ITO team - Responsible for building strong long-term relationships with specific customers within the region - Responsible for knowledge of assigned product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the product - Effectively handle technical queries from assigned customers - Lead GE internal support functions to drive flawless fulfillment of transactional contracts to customers - Drive a rigorous operational rhythm to meet customer and business objectives on established milestones - Establish and maintain contact to provide on-going technical and business support to assigned customers - Participate in the business financial forecast and capability development needs - Provide local business ownership in assigned areas - Aggressively promote services sales to grow business in the area - Assist with proposals, including market intelligence on pricing, work-scope, terms and conditions - Support Root Cause Analysis efforts within customer and GE organizations relating to customer failures, forced outages and incidents of interest - Provide the leadership to balance customer service satisfaction - Develop and capture technical problem solving knowledge, communicating with other organizations to enable effective resolution of customer problems and inquiries - Provide front-line technical response to inquiries received by the customer response center, identifying potential problems and coordinating troubleshooting activities with numerous internal organizations - Identify product failures and assist in identifying possible root causes - Manage communication among internal organizations and customer personnel to ensure effective product support and customer satisfaction - Distribute information on customer issues so that all members of customer support team share common understanding and objectives - willing to travel to meet customer expectation Qualifications/Requirements: - Engineering degree from an accredited university - Previous experience in power generation services/products - Remarkable level of leadership and problem solving skills - Strong oral and written communication skills - At least 3 additional years of experience in a field engineering role - At least 1 year of experience in customer support and the development of successful customer relationships Additional Eligibility Qualifications: Desired Characteristics: - Strong working knowledge of the Power Generation Repairs and Service offerings - Prior experience working with Gas and Steam Turbines - Ability to influence multiple stakeholders - Ability to define and lead change - Green Belt certification - Strong interpersonal skills - Bachelor of Science in Mechanical or Electrical Engineering is preferred - Strong oral and written communication skills in English and Arabic - Strong interpersonal and leadership skills - PC proficiency - Team leader in a dynamic, energetic, and proactive environment - Six Sigma training is preferred - Field Engineering Program Graduate is preferred (GE employees only)TAWZIF
Posted on: Mon, 09 Jun 2014 22:07:38 +0000
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