Sr Services Manager 2 - Customer Service Management

GE Vernova is a leading company in the power generation industry, seeking a Senior Services Manager to oversee customer service management for Aero fleets. The role involves building executive relationships, ensuring customer satisfaction, and leading operational performance across various service agreements.

Responsibilities:

• Serve as the senior customer-facing leader for assigned Aero fleets, building trusted executive and operational relationships while providing wing-to-wing support across a large installed base of LM products within GE Vernova Gas Power
• Champion a strong safety culture by leading outage planning and execution in full compliance with GE Vernova’s Life Saving Rules, safety standards, and operational excellence expectations
• Own overall account strategy, customer satisfaction, and commercial performance for a portfolio of Contract Service Agreements (CSAs), with accountability for revenue growth, margin expansion, cash collection, and contractual fulfillment
• Lead stakeholder engagement and customer communications across multiple sites, establishing clear communication strategies that align business objectives, operational priorities, and long-term partnership goals
• Provide technical and business leadership throughout the asset lifecycle, including commissioning-to-operations transitions, warranty support, fleet performance optimization, and issue resolution
• Direct warranty administration and commercial negotiations for new unit and service-related claims, balancing customer advocacy with GE Vernova’s financial, contractual, and strategic objectives
• Lead recurring customer business reviews and operational performance discussions, identifying risks, opportunities, and value-enhancing products and service solutions
• Define outage scope, planning requirements, and execution strategies while ensuring seamless coordination and handoff to One Field Services and other execution teams
• Own outage and non-outage parts planning, including RFQ development, proposal generation, order management, material readiness, and delivery execution
• Lead response efforts for emergent and forced outages, mobilizing cross-functional resources to restore customer operations safely and efficiently while minimizing operational and financial impacts
• Drive wing-to-wing outage execution through leadership of pre-outage planning, outage milestone management, and post-outage reviews to ensure safe, high-quality, on-time, and on-budget outcomes
• Ensure timely and accurate commercial execution, including invoicing, credit memo processing, cash management, and financial reconciliation activities
• Lead cross-functional technical issue resolution efforts in partnership with Product Service Engineering, Field Services, Supply Chain, and Product Management teams to resolve complex operational challenges
• Manage fulfillment of CSA contractual obligations across field services, maintenance programs, repairs, overhauls, parts supply, and performance commitments while coordinating multiple concurrent deliverables
• Drive disciplined cost management by proactively identifying, mitigating, and communicating operational, commercial, and warranty-related risks and opportunities
• Maintain expert knowledge of contract terms and conditions, including risk-sharing provisions, liquidated damages, performance incentives, and commercial remedies, while identifying and capturing additional revenue opportunities
• Drive growth across the Aero services portfolio, including parts, field services, upgrades, repairs, and lease engine solutions, from opportunity identification and proposal development through order conversion and execution
• Analyze complex business and operational challenges, leveraging internal and external data to develop actionable recommendations that improve customer outcomes, operational efficiency, and business performance
• Exercise sound judgment in resolving technical, operational, and commercial issues, evaluating available information, challenging assumptions, and delivering innovative solutions beyond established processes when required
• Lead projects and cross-functional initiatives of varying complexity, influencing stakeholders and driving alignment to achieve business objectives
• Communicate complex concepts effectively to customers, leadership, and internal teams, influencing decisions, building consensus, and driving successful outcomes across diverse stakeholder groups

Requirements:

• Bachelor's Degree from an accredited University or College (OR a High School Diploma / GED with an additional 4 years of experience in power generation industry OR-associate's degree with 2 years of experience in a power generation industry)
• Minimum of 5 years of knowledge and experience within the power plant field services or contract performance management
• Willingness and ability to travel approximately 40% as business needs require
• Must reside in USA - Texas, Tennessee, Georgia, Florida (adjacent State negotiable) and relocation package is included
• Visa sponsorship and immigration support are not available for this role
• Strong oral and written communication skills
• Strong interpersonal and leadership skills
• Demonstrated ability to analyze and resolve problems
• Demonstrated ability to lead programs / projects
• Ability to document, plan, market, and execute programs
• Established project management skills