Sr Services Manager 2 – Customer Service Management

Job Description Summary The Aero Services Customer Service Leader will serve as the liaison between internal/external organizations and for an assigned customer portfolio, own the customer relationship, care for customer operations wing to wing, and directly contribute to the overall P&L business strategy

Job Description Essential Responsibilities: Foster and develop strong relationships with customers as the single point of contact caring for customer operations Manage customer communication and relationships Responsible for customer portfolio and assigned P&L Revenue, Margin, & Cash growth Establish contact to provide on-going project management, 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 warranty and applicable commercial considerations including concessions as they arise balancing benefit outcomes for the customer and GE Develop outage scope and lead communicating scope HOM to FieldCore Responsible for outage/non-outage parts planning including requests for quotes, providing quotes to customers, placing/managing parts orders Lead/Manage safe outage planning, execution, and processing of Change Orders Lead direction for all emergent/forced outage resolution Lead wing to wing outage execution via organizing pre-outage, post-outage and outage milestone meetings to deliver desired outcomes

Responsible for all customer invoicing/credit memo processing and 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/obligations and project manage business fulfillment of all project deliverables (Parts, Field Service, MOH, Repairs, etc.) understanding T&C’s and contract requirements such as LD/Bonus structure, while also selling the opportunity for Extra Work