Customer Service Leader

GE Vernova is looking for a Customer Service Leader who will act as the liaison between internal and external organizations for assigned customers. The role involves managing customer relationships, overseeing service agreements, and leading support for the Aero fleet to ensure business strategy alignment and customer satisfaction.

Responsibilities:

• Serve as the primary customer-facing leader for TVA’s Aero fleet, building trusted relationships and delivering wing-to-wing support across a large installed base of LM products within GE Vernova Gas Power
• Lead stakeholder engagement and define the overall customer communications strategy across multiple sites supporting a significant portfolio of New Gas Power LM units
• Own the Contract Service Agreement portfolio, account strategy, and commercial performance, with strong accountability for revenue, margin, and cash growth
• Provide ongoing technical and business leadership for assigned accounts, including post-commissioning support, I&C handoff to operations, and new unit warranty claim management
• Develop and own customer communication plans and lead recurring GE/customer reviews to align on current performance and identify value-adding products and service solutions
• Oversee new unit and services warranty administration, including commercial considerations and customer concessions, while balancing customer outcomes with GE Vernova business objectives
• Define outage scope and lead clear handoff requirements to the One Field Service team to support seamless planning and execution
• Lead outage and non-outage parts planning, including RFQs, customer quotations, order placement, and order management
• Drive safe outage planning and execution in full alignment with GE Vernova’s Life Saving Rules and safety expectations
• Provide leadership and direction for emergent and forced outage response to restore operations quickly and effectively
• Own wing-to-wing outage execution by leading pre-outage, outage milestone, and post-outage reviews to deliver safe, high-quality, on-time outcomes
• Manage customer invoicing and credit memo processing with accuracy, timeliness, and strong commercial discipline
• Lead cross-functional technical issue resolution, partnering with Product Service Engineering to troubleshoot and resolve emergent issues as needed
• Own CSA contract execution and fulfillment of contractual obligations while managing multiple concurrent deliverables across parts, field service, maintenance, overhauls, and repairs
• Champion a disciplined cost management culture, proactively identifying and communicating risks and opportunities across warranty, parts, repairs, planning, and outage execution
• Apply strong command of contract terms and conditions, including risk and opportunity provisions such as LD/bonus structures, while identifying and converting extra work opportunities
• Drive growth across flow service offerings—including parts, OFS, and lease engines—from opportunity identification and proposal development through order entry, demand placement, and sales conversion

Requirements:

• Bachelor's degree from an accredited college or university required; or a high school diploma/GED with an additional 8+ years of power generation industry experience; or an associate degree with 5 years of power generation industry experience
• Minimum 8–10 years of LM Aeroderivative technical experience within the power generation industry, including demonstrated expertise in contract performance management, outages, and warranty execution
• Willingness and ability to travel approximately 40% as business needs require
• Must reside in Tennessee (United States) and relocation package is included
• Visa sponsorship and immigration support are not available for this role
• Strong project management and quality leadership background, with Black Belt certification preferred