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Customer Satisfaction Leader At General Electric

Location: Chicago, Illinois

Job Description

Role Summary:
As the Cusomter Satisfaction Leader, you will need to demonstrate accountability for functional, business, and broad company objectives within PS. You will be responsible for the profitability and customer satisfaction for assigned contracts and customer obligations, provide service agreement, fixed price, and time and material program management, and interact with members of the customer service, parts and transactional services, field service, repair service, and/or other teams.




Essential Responsibilities:
As the Customer Satisfaction Leader, you will:

  • Serve as a liaison between internal/external organizations and for assigned customers, own the customer relationship, and contribute to the overall business strategy
  • Foster and develop strong relationships with customers, be the single point of contact for customers and manage customer communication and relationships
  • Be responsible for customer portfolio P&L and growth
  • Establish contact to provide on-going 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 PS warranty and applicable commercial considerations including concessions as they arise balancing maximum benefits for the customer and GE
  • Be responsible for developing outage scope/communicating scope to FieldCore
  • Be responsible for outage/non-outage parts planning including requests for quotes, providing quotes to customers, placing/managing parts orders
  • Be responsible for managing the Outage 360 process and processing of Change Orders
  • Lead direction for all emergent/forced outage resolution
  • Organize pre-outage, post-outage and outage milestone meetings
  • Be responsible for all customer invoicing/credit memo processing
  • Be responsible 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 and fulfillment including all project deliverables and understanding the T&Cs and contract requirements such as LD & Bonus structure, injection of new technology to maximize
  • Be responsible for selling all flow-type services including Parts, FieldCore, Lease Engine from opportunity identification, quote preparation, order entry, demand placement, to sales conversion
  • Manage Digital and Total plant solutions agreements and coordinate with functional groups



Qualifications/Requirements:
  • Bachelor’s Degree from an accredited University or College (OR a High School Diploma / GED with a minimum of 4 years of experience in power generation industry OR Associates degree with 2 years of experience in a power generation industry)
  • Minimum of 5 years of knowledge and experience within the power plant field services or contract management


Desired Characteristics:
  • Bachelor’s Degree preferably in a technical / engineering degree ie. Mechanical, Electrical
  • Willingness and ability to travel 50% of the time
  • Experience planning and executing outages.
  • Strong quality background with Black Belt certification
  • Strong leadership, financial and commercial skills
  • Team leader in a dynamic, energetic and proactive environment
  • Experience working with customer leadership teams
  • Demonstrated communication & organizational skills
  • Strong oral and written communication skills
  • Strong interpersonal skills

To stay connected with exciting news and the latest job opportunities from GE businesses, follow us on twitter: @geconnections

About Us:
GE Power is a world leader in power generation with deep domain expertise that helps customers deliver electricity from a wide spectrum of fuel sources. We are transforming the electricity industry with the digital power plant, the world’s largest & most efficient gas turbine, full balance of plant solutions and our data-leveraging software. Our innovative technologies and digital offerings help make power and water more affordable, reliable, accessible and sustainable.
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, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.

Locations: United States; Illinois, Indiana; Whiting IN, Chicago IL, Joliet IL

GE will only employ those who are legally authorized to work in the United States for this opening.