10 days old

Senior Service Manager

GE Energy
Gurugram, HR 122001
Role Summary:Responsible for fulfillment and execution of Tx business and profitable growth

Responsible and accountable for functional, execution, growth and broad company objectives of his/her portfolio

Responsible to improve the Tx customer experience

Essential Responsibilities:CUSTOMER SATISFACTION:

Own the customer communication and relationship. Closely works with all customer sections and understands their needs.

Understand the customer business outcomes, to design a customer portfolio execution strategy which delivers optimum service and satisfaction for the customer(s)

Provide interface liaison with functional organizations and ensure proper communication of requirements

Organize the portfolio team and support functions to deliver effective service and improves the customers business outcomes. With specific focus on Outage planning and execution, Delivery of all contractual obligations & Quality of service

Timely resolution of customer issues ... technical, commercial, financial, etc.

FOSB (Forecasting, Ordering, Shipping & Billing):

Plan / coordinate activities on site of a larger project to fulfill a customer order according to financial / commercial parameters and ensure customer satisfaction

Forecasting of outages and all the fulfillment needs of the customer

Demand placement of parts, repairs, services, other services for planned, unplanned and emergent events

Interface with Parts, Services and Repair organizations to ensure customer expectations are being met

Own financial performance of the Tx business under your portfolio

Update and maintain input in the Field Service Portal (FSP), ERP-Charlie, Legacy TS fulfillment processes, PMax, etc.

Own financial pacing, cost classification, billing and collections for assigned customer portfolio

Maintain all documentation related to key Tx customers


Build rhythm with Field Services and other fulfillment organization for effective planning and execution of outages and other fulfillment needs

Perform Outage excellence milestone in line with QWIs review with customers along with all the stakeholders

Conduct Outage Readiness Review and collaborate with all the necessary team for providing optimum customer experience

Proactive actions on all the KPIs related to planning, execution and business outcome

Close monitoring of the outage planning, execution and other fulfillment and escalate to leadership as needed

Lead outage demand placement including parts requests, repair scheduling, and FE resource.

Update and maintain input in the Field Service Portal (FSP), including the Oracle Field Services (OFS) system, PMax systems, etc.

Oversee Extra Work, Job Cost Estimator (JCE), cost target setting, and scope management for assigned customers

Be responsible for Quality and EHS oversight on work performed at assigned customer sites


Capture all the issues in Site Action Tracker and drive actions to resolve / closure

Drive RCAs (Technical & quality) with speed in collaboration with all the necessary stakeholders.


Provide contract administration for assigned proposals and contracts including customer interface, negotiations, preparation, and contract interpretation

Gather customer needs and work closely with ITO in providing solutions to the customer needs

Play an active role in the entire commercial processes, R1 to R3 reviews, ITO OTR handover, etc.

Perform Margin review

Provide information and support for implementing CM&Us

Maintain unit operating history and parts life history


Continually review processes to ensure overall efficiency

Develop Enhanced Project Management programs and processes that reduce total cycle time and span

Brainstorm simplification / cost out project bringing productivity to the contract

Build country capabilities in the country based on forecast


Develop and implement Rhythm & Discipline (R&D) for effective Tx fulfillment

Actively seek coaching and provide coaching for enhancing functional, business and leadership acumen.

Qualifications/Requirements: Bachelors Degree in Engineering from an accredited university or college

Minimum of 5 years of experience with contract formation and execution

Able to effectively interface with all levels of internal and external customers

Ability to perform in a team environment

Outage management experience with Legacy TS units A, B & C inspections

Proficiency in use of Microsoft Office

Willing to get CSM / CPM certification within 6months and to do back-up CPM role for other contracts

Desired Characteristics: Knowledge and experience within the power industry

Experience planning and executing outages

Familiarity with Contractual Service Agreements

Strong quality background with Black Belt certification

Strong leadership, financial and commercial skills

Willingness to travel to Customer sites and stay at site during Outages

Knowledge of the Field Service Portal (FSP), PowerMax, systems

Team leader in a dynamic, energetic and proactive environment

Experience working with customer leadership teams

Demonstrated communication & organizational skills

Strong interpersonal skills

About Us:GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GEs mission and deliver for our customers. www.ge.comAdditional Locations:India;Gurgaon;


Posted: 2019-11-07 Expires: 2019-12-07

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Senior Service Manager

GE Energy
Gurugram, HR 122001

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