Job Description

Roles and Responsibilities

• Responsible for the profitability and customer satisfaction for assigned contracts
• Provide both service agreement, and time and material program management
• Assist in sales campaigns for new contracts and proposals
• Assure timely resolution of customer issues and customer satisfaction for assigned contracts
• Interact with members of the customer service, parts & transactional services, field service, repair service and/or other teams
• Function as liaison between internal organizations and customers for assigned contracts
• Broadening knowledge of own technical discipline to execute policy/strategy. May include support roles with specialized technical field of knowledge; still acquiring higher level knowledge and skills.
• Basic understanding of key business drivers; uses this understanding to accomplish own work. Good understanding of how work of own team integrates with other teams and contributes to the area.
• May have some autonomy to make decisions within a defined framework. Resolves issues in situations that require good technical knowledge and judgment within established procedures. Consults more senior team members for issues outside of defined instructions/parameters.
• A job at this level requires good interpersonal skills and may be required to lead a junior team. For customer facing roles, develops strong customer relationships and serves as the interface between customer and GE. Explains technical information to others.
• Managing Long Term Service Agreements including reactive and planned maintenance activities in globally located Marine vessels.
• Manage all day-to-day reporting, resourcing, and planning activities from service contract and adhoc service requests.
• Accountable for the cost control and financial reporting for service orders received.
• Liaise with global teams of technical support, field service engineers and project managers to deliver technical, contractual and financial solutions.

Required Qualifications

• Bachelors Degree in Science, Engineering or any related discipline.
• Significant experience in the customer service industry
• Must be the customer’s advocate.
• Excellent communication at all levels (may be presenting/liaising with senior level customer’s / GE senior management team)
• Experience of negotiating contracts and claims

Desired Characteristics

• Multi-tasking and time management
• Understanding of key standard business financial processes (Invoicing/Revenue Recognition/Debt management).
• Understanding of key financial documents and procedures (project reviews, invoices and purchasing process, Billing and trading process.)
• Engineering background or technical knowledge would be an advantage
• Strong oral and written communication skills. Ability to document, plan, market, and execute programs