Customer Service Manager (CSM) - Northeast Nuclear

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.

Coach, drive and lead lean behaviors, principles, and tools across operational or functional area. Drive cultural transformation resulting in step-change in operational business metrics.

• You understand the value customers are to our business and desire to excel in the critical interface role with them - realizing that interactions will be complex, challenging, and not always immediately positive.
• You bring strong field engineering, technical direction, and/or outage management knowledge on steam turbines and generators to this critical role.
• You have experience with field services, manufacturing and/or repairs, and parts
• You have experience with GE, Alstom, and other manufacturers of steam turbines, generators, and balance of plant
• You have the proven ability to manage commercial business needs in coordination with technical requirements
• You have effective leadership skills, including strong influencing ability and direct report management
• You appreciate the value and diversity of people and the importance of their development and contributions

• Be an uncompromising advocate for the importance of thinking and working with Safety and Quality.
• Meaningfully engage and incorporate Lean principles to continuously improving safety, quality, productivity, and profitability.
• Be the single point of contact to the nuclear customers in your portfolio - geographic Northeastern, USA.

• Be responsible for your customer portfolio financial deliverables - P&L (Profit & Loss) and growth.
• Establish and maintain multiple customer contacts to provide on-going emergent and strategic support - both technical and commercial - to your portfolio of customers.
• Be responsible for working closely with the commercial and sales teams to contribute to proposal content, for coordinating outage scope planning and successful execution, including pre-outage safety emphasis, roles and responsibilities clarity; accurate and complete cost estimations; management of outage services, parts, and repairs; closeout oversight, including final report timely submittal; financial invoicing coordination, customer negotiations on additional scope through the Scope Change Authorization (SCA) process where applicable.
• Interface with and coordinate the efforts of various internal stakeholders such as engineering, finance, sales, sourcing, affiliates, risk, parts, and repairs to achieve identified deliverables.
• Be responsible for working with Sales and Commercial counterparts - and your customers - to establish clear work scope, pricing, division of responsibilities, plus drive identification and profitable capture of emergent work.
• Oversee both planned and emergent outages, Scope Change Authorizations (SCA), and Job Cost Estimator (JCE) proposals for assigned customers.
• Negotiate applicable contracts and concessions as they arise balancing maximum benefits/satisfaction for the customer with minimal acceptable financial impact to GE.
• Be responsible for driving excellence across: EHS (Environmental Health & Safety), Quality, Schedule, Productivity, and Cost at your customer sites
• Exemplify creative problem-solving to result in mutual customer and company benefit.
• Be an effective People-Leader for matrixed reports; provide mentoring and contribute to pipeline development.

• Bachelor's Degree from an accredited University or College OR a High School Diploma / GED with a minimum of 6 years of experience in a customer facing role OR an associate's degree and a minimum of 4 years of experience in a customer facing role.
• At least 3 additional years of experience in a customer facing role in the power generation industry.

• Willingness and ability to travel 50% to 70% of the time to customer sites in the Northeast US, often with little notice in order to maintain site physical presence and interaction with customer team during outages as well as during non-outage time.
• Willingness and ability to respond to customer issues regardless of day and time.
• The ability to obtain and maintain unescorted access at a nuclear facility.

• Bachelor's Degree in STEM (Science, Technology, Engineering, Math) preferred.

• Field Engineer or comparable experience in turbine and generator maintenance and/or installation.
• Knowledge & experience within the nuclear power environment / nuclear plant operations.
• Knowledge of steam turbine and generator design, operations, and maintenance.
• Experience planning and successfully executing outages.
• Strong background with Contracts and Service Agreements.
• Strong quality background with Lean and/or Black Belt certification.
• Strong leadership, financial, and commercial skills including familiarity with / ability to quickly learn P6, RPDM, MSOffice, Excel, and other software packages.
• Team leader in a changing and matrixed environment.
• Demonstrated strong communication & organizational skills.
• Experience establishing credibility; developing and maintaining relationships with challenging internal and external customers