Senior Customer Service Manager

Job Description Summary

All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products including GE control product systems (Mark VI/Mark Vie/..). Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Impacts approaches, projects and programs in the functional area or affected business organization and ways of working. Impacts quality, efficiency and effectiveness of own team. Has significant input into priorities. Guided by professional practices and policies that are shaped by the role. The role has moderate autonomy, requiring high levels of operational judgment.

Job Description

Roles and Responsibilities

• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area
• Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer
• Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area
• Has awareness of latest technical developments in own area. Contributes towards strategy and policy development, and ensure delivery within area of responsibility.
• Has in-depth knowledge of best practices and how own area integrates with others; has working knowledge of competition and the factors that differentiate them in the market
• Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management, manufacturing, technology or engineering. Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions.
• Acts as a resource for colleagues with less experience. May lead small projects with moderate risks and resource requirements. Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field.
• Responding to Owner's technical inquiries coordinating technical resources, to assure problems identification and resolution
• Identifying elements requiring improvement and structure projects and actions to address the needs
• Organizing and conduct recurring contract review meetings, outlining activities and units performances (including RCA)
• Planning and coordinating the implementation of recommended actions due to Technical Information Letters by monitoring their technical applicability and execution timeframe
• Providing information about the latest advancements in upgrades opportunities to Customer, and assist in their implementation
• Keeping customer updated about design changes of his install base
• Coordinating parties for multi P&L deals. Represent the main interface with customer when requested.
• Identifying areas of improvement to protect and enhance profitability of the deal, duly tracking the relevant changes
• Being a key contributor in assuring the financial performance of the contract, including an active participation to the Contribution Margin Review process
• Facilitating the local procurement and the commercial relationships with local suppliers
• Primarily responsible for providing execution costing for all business opportunities within your covered area.
• Managing complete lifecycle and development of deal execution process including on-time delivery of high quality solutions & proposals aligned with customer outcomes and business profitability / risk profiles; this may include, but is not limited to - request for proposal reviews, execution risk reviews, solution estimates and pricing, deal analytics / reviews, 3rd party coordination & negotiations, technical architecture, documentation, and analysis of terms & conditions.
• Work closely with cross-functional SME's subject matter experts to develop proposal content that demonstrates the organization’s solution capabilities, value and is priced accordingly.
  
  

Required Qualifications

• Bachelor's degree from an accredited university
• Substantial experience with GE Controls Products, Mark V/VI/VIe control systems in commercial, services, engineering and/or project management
• Have ability and willingness to travel to customer’s site as customer’s operations require
• Prior experience with contract drafting - managing both commercial and legal terms within a customer agreement.
• 50% travel
• The legal right to work in KSA without company sponsorship or time restriction.
  
  

Desired Characteristics

• Master's degree from an accredited university
• 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
• 10 years of experience with GE control product systems (Mark VI/Mark Vie/..) in commercial, services, engineering, and/or project management
• 5 years of experience in the OT Cyber Security industry, Mark VIe field engineering or OTR engineering
• High proficiency with computer tools (MS Office suite)
  
  

Additional Information

Relocation Assistance Provided: No