Job Description Summary
The Senior Customer Service Contract Manager is responsible for administering and managing contract fulfillment and execution. They are responsible to work with the services operations and execution teams to ensure contract scope is executed in a timely fashion. The Customer Service Contract Managers spearhead the relationship within their portfolio of customers and coordinate regular relationship rhythm with the key account representatives and internal stakeholders.
Job Description
Roles and Responsibilities
- Host periodic contract execution reviews with key customers in the assigned portfolio with support of operational owners (Service Directors) and technical owners to present a comprehensive view of contractual services fulfillment for customers sites.
- 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 assigned portfolio
- Responsible for knowledge of assigned portfolio, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer
- Establish and maintain contact to provide on-going technical and business support to assigned customers.
- Prep and lead quarterly business reviews, interacting with stakeholders both internally and externally
- Own contract performance recovery plans to include frequent touch points with customer.
- Lead regular portfolio contract margin reviews with company leadership and define strategies for minimizing LD's at sick sites and optimizing contract terms to maximize profitability
- Maintain all CSA related documentation including contracts, customer communications and contract performance reports including but not limited to availability guarantee, maintenance schedules and TILs.
- Provide Technical Information Letter (TIL)'s to the customer
- Respond to the customer's technical inquiries
- Provide information and support for implementing CM&U's
- Work with the owners Operation and Maintenance (O&M) to optimize reliability and availability in order to increase the facility's efficiency and profitability
- Maintain unit operating history and parts life history
- Track, credit and invoice bonus and LD amounts
- Respond to customer/contract disputes
- Be responsible for Quality and EHS oversight on work performed at assigned customer sites
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Required Qualifications
- Master's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).
Desired Characteristics
- 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 project management skills
The base pay range for this position is $137,700 - 229,500. The specific pay offered may be influenced by a variety of factors, including the candidate's experience, education, and skill set. This position is also eligible for 15% bonus. This posting is expected to close on October 18, 2024.
*The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas.
Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness.
General Electric Company, Ropcor, Inc., their successors, and in some cases their affiliates, each sponsor certain employee benefit plans or programs (i.e., is a "Sponsor"). Each Sponsor reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor's welfare benefit plan or program. This document does not create a contract of employment with any individual.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. 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.
GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: Yes