9 days old

Services Resolution Manager

GE Energy
Schenectady, NY 12305
Role Summary:The Services Resolution Manager (SRM) is located in Schenectady, NY and serves as the technical issue resolution leader supporting customer issues as related to warranty as well as long-term service agreements. The primary role is the execution of the Turbine Supply Agreement (TSA) warranty where GE has a service contract and co-ownership of the post-COD customer relationship with a focus on driving resolution to warranty, technical and commercial issues.

Essential Responsibilities:As the Services Resolution Manager, you will:

+ Drive ownership and accountability to quickly facilitate cross-functional solutions to resolve customer issues quickly and prevent escalation

+ Support Service Directors around customer communications and technical issue resolution

+ Identify opportunities for product services solutions / services, processes and expertise to address customer opportunities and business challenges

+ Develop an effective working relationship with the customer rooted in frequent communication, early identification of service issues, and timely resolution of issues

+ Create commercial solutions and warranty settlements / accommodations that demonstrate a strong contractual knowledge, clear leveraging engineering technical input and commercial savvy

+ Lead engagements with Senior Leaders within GE and our customers and prospect

+ Meet timeliness requirements for end of warranty closure

+ Meet commercial facilitations targets, as necessary


+ Bachelor's degree from and accredited university in a Technical, Business or Managerial discipline

+ Minimum of 5 years of prior relevant work experience, customer facing role(s)

+ Minimum of 3 additional years of experience in product service, Engineering or Project Management


+ Ability and willingness to travel up to 40% of the time, including international

Desired Characteristics:

+ Excellent Analytical and Critical Thinking Skills

+ Ability to Communicate Effectively at all Levels

+ Demonstrated Strong Leadership and Facilitation Skills

+ Industry experience in Customer relations, engineering interface, project management and/or service

+ Strong change management and influencing skills; ability to negotiate and communicate effectively at all levels of the organization

+ Good relationship-building skills with internal team members and external customers

+ Ability to energize others, perceive change as opportunity; confident and tenacious approach to deliverables

+ Ability to work in a multi-tasked and fast-paced start-up environment

+ Demonstrated success in working in a multifunctional / matrixed team environment as part of a solution-based service process

+ Proven ability to interpret customer requirements and identify needs

+ Contract expertise, interpretation and negotiations

+ Customer Focused - Passion to drive customer loyalty

+ Renewables Experience in Projects or Services

+ Leadership experience

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

About Us:GE Renewable Energy harnesses the earths most abundant resources the strength of the wind, the heat of the sun and the force of water to power the worlds biggest economies and the most remote communities.

With an innovative spirit and an entrepreneurial mindset, we engineer energy products and digital services that create industry-leading value for our customers around the world.

We see the promise of renewable energy everywhere we look. Our team has the courage, scale, passion, diversity and resourcefulness needed to deliver that promise wherever and however the world needs it.

Together with our customers, were proving that no one ever has to choose between affordable, reliable, or sustainable energy.

We are unleashing limitless energy.

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.

Additional Eligibility Qualifications: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).Additional Locations:United States;New York;Schenectady;


Posted: 2020-02-07 Expires: 2020-03-08

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Services Resolution Manager

GE Energy
Schenectady, NY 12305

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