Job Description Summary

The Customer Service Manager will demonstrate accountability for Project Management/ Planning/ Coordinating activities typically in the context of a production or services project to fulfill a customer order or need according to financial/commercial parameters and ensuring customer satisfaction. Impacts approaches, projects and programs in the functional area or affected business organization and ways of working. Impacts quality, efficiency and effectiveness of own team. Has significant input into priorities. Guided by professional practices and policies that are shaped by the role. The role has moderate autonomy, requiring high levels of operational judgment.

Job Description

Key Responsibilities

• All contract performance related activities typically tied to a customer site. Perform in the role as the interface between the customer and the project team, managing the transfer of information and requests.
• Be responsible for Services, Parts and Repair Services including planning and execution, requests for quotes, pacing, scheduling, follow up, fulfillment and proactive risk mitigation of contract obligation.
• Assure timely resolution of issues and keep the customer advised of the progress of the project and negotiate changes and variations and solutions to any issue arising. Responsible for adherence to contract service, operations, and performance specifications, as well as financial & technical metrics specific to contract.
• Perform proposal negotiation, and contract administration functions on assigned proposals / contracts with minimal supervision · Provide support to manager and senior contracts personnel on assigned contracts Function as the liaison for the customer on contract matters
• Developing specialized knowledge in their discipline. Serves as best practice/quality resource. Has awareness of latest technical developments in own area. Contributes towards strategy and policy development and ensure delivery within area of responsibility.
• Has in-depth knowledge of best practices/ lessons learnt and how own area integrates with others; has working knowledge of competition and the factors that differentiate them in the market.
• Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management, manufacturing, technology, or engineering. Takes new perspective on existing solutions. Use technical experience and expertise for data analysis to support recommendations.
• Lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Acts as a resource/mentor for colleagues with less experience.
• Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field.

 

Required Qualifications

• Bachelor’s degree or diploma in a relevant field from an accredited university or college, or a high school degree with relevant work experience
• Minimum 8 years of professional experience, including at least 2 years in contract management, project management, proposal management, customer management, or field engineering.
• Technical knowledge of Gas Turbine power plant equipment and services.
• Experience in working with customer and different stakeholders.
• Experience planning and executing outages.
• Experience in managing Contractual Service Agreements.
• Ability and willingness to travel up to 40%.
• The legal right to work in KSA without company sponsorship or time restriction.

Desired Characteristics

• Master’s Degree in MBA or Engineering from an accredited university is a plus.
• Expertise in GE Gas Power Services OTR processes and tools.
• Strong oral and written communication skills.
• Strong interpersonal and leadership skills.
• Demonstrated ability to lead customer portfolio at times.
• Demonstrated ability to analyze and resolve problems.
• Demonstrated ability to lead programs / projects.
• Knowledge and experience within the power industry.
• Experience planning and executing outages.
• Team leader in a dynamic, energetic and proactive environment
• Demonstrated communication & organizational skills
• The preferred candidate will be from ITR services team in KSAB

Additional Information