Job Description

As Senior Customer Service Management Staff Manager, you will be responsible for fulfillment and execution of Boiler and NOX Business. You will be leading the Boiler Field Services, which includes Boiler R&M jobs, Mills overhauling and R&M job and NOX related jobs. You will be responsible for GEV resource management, customer satisfaction, sub-contractor management for given

Roles & Responsibilities:

• Timely and satisfactory execution of Boiler, Mills & NOX outages and R&M jobs.

• Organize the portfolio team and support functions to deliver effective service and improves the customers’ business outcomes with specific focus on Outage planning and execution, Delivery of all contractual obligations, Quality of service.

• Timely resolution of customer technical issues

• Build rhythm with Field Services and other fulfillment organization for effective planning and execution of outages and other fulfillment needs

• Perform Outage excellence milestone in line with GEV Quality Zero Defect Framework

• Conduct Outage Readiness Review and collaborate with all the necessary team for providing optimum customer experience

• Proactive actions on all the KPIs related to planning, execution and business outcome

• Close monitoring of the outage planning, execution and other fulfillment and escalate to leadership as needed

• Lead outage demand placement including parts requests, repair scheduling, and FE resource.

• Oversee Extra Work, Job Cost Estimator (JCE), cost target setting, and scope management for assigned customers

• Be responsible for Quality and EHS oversight on work performed at assigned customer sites

• Provide contract administration for assigned proposals and contracts including customer interface, negotiations, preparation, and contract interpretation

• Gather customer needs and work closely with Sales team in providing solutions to the customer needs

• Play an active role in the entire commercial processes

• Perform Margin review

• GEV resource management

• Zero deviation on GEV EHS policy.

• Strict Compliance to GEV policies

Required Qualifications/Criteria:

• Minimum 10+ years of experience in the Services & Customer Service Management.

• Knowledge level is comparable to a Batcheler’s degree from an accredited university or college

• Good observational and analytical skills to resolve technical problems.

• Should have sound fundamentals and knowledge on Boiler technologies with operational aspects of various fleets of Own technology as well as OOEMs.

• Rich exposure to Boiler Overhauling and R&M execution skills mainly on large utility boilers.

• Sound exposure to Constructional features with a view to manage & lead outage planning & manage successful outage execution support.

Mobility Requirements:

• Extensive travelling to various thermal power stations in India for outage planning implementation as well as execution of flow outage/retrofit installation execution.

• Occasionally travel to overseas outage sites for execution support shall also be part of this role

Desired Characteristics:

• Analytical skills to organize troubleshooting of various operational problems of Boiler , NOX, Mills in support with Product service team and subsequently advise on short term as well as long term remedial

• Good Communication as well as Writing skills to interact with internal & external customers.

• Proficiency in MS Office applications (MS word/MS excel/MS Power Point) etc

• Sound understanding of time/cost control for assigned outage execution related site activities of Boiler overhauling and R&M jobs.

• Knowledge on scheduling packages such as MS Project / Primavera shall be preferred.

• Exposure to various outage execution process like outage execution planning /outage execution including site mobilization / execution of job along-with designated vendors/ outage closure/ Outage feedback & Lesson Learnt/ ST Business development support etc. shall be preferred.

• 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.

• Sense of Urgency

• Able to quickly organize and lead colleagues, subordinates and external vendors in the team to achieve desired outcome.

• Systematic approach to understand problems, learn solutions and train others

Additional Information

Relocation Assistance Provided: Yes