Customer Service Manager

Job Description Summary

The Customer Service Manager will demonstrate accountability for Project Management/ Planning/ Coordinating activities typically in the context of a production or services project to fulfill a customer order or need according to financial/commercial parameters and ensuring customer satisfaction. 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

Key Responsibilities

• All contract performance related activities typically tied to a customer site. Perform in the role as the interface between the customer and the project team managing the transfer of information and requests.
• Be responsible for Services Parts and Repair Services including planning and execution requests for quotes pacing scheduling follow up fulfillment and proactive risk mitigation of contract obligation.
• Assure timely resolution of issues and keep the customer advised of the progress of the project and negotiate changes and variations and solutions to any issue arising. Responsible for adherence to contract service operations and performance specifications as well as financial & technical metrics specific to contract.
• Perform proposal negotiation and contract administration functions on assigned proposals / contracts with minimal supervision Provide support to manager and senior contracts personnel on assigned contracts Function as the liaison for the customer on contract matters
• Developing specialized knowledge in their discipline. Serves as best practice/quality resource. 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/ lessons learn 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.
• Lead functional teams or projects with minimal resource requirements risk and/or complexity. Acts as a resource/mentor for colleagues with less experience.
• Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field.

Required Qualifications

• Bachelors degree or diploma in a relevant field from an accredited university or college or a high school degree with relevant work experience.
• Minimum of 8 years of experiences with experience in contract management project management and / or field engineering.
• Experience in working with customer different stakeholders.
• Experience planning and executing outages.
• Experience in managing Contractual Service Agreements.
• Ability and willingness to travel up to 40%.
• The legal right to work in KSA without company sponsorship or time restriction.

Desired Characteristics

• Masters Degree in MBA or Engineering from an accredited university is a plus.
• Strong oral and written communication skills.
• Strong interpersonal and leadership skills.
• Demonstrated ability to lead customer portfolio at times.
• Experience planning and executing outages.
• Team leader in a dynamic energetic and proactive environment
• Demonstrated communication & organizational skills
• The preferred candidate will be from ITR services team in KSAB
• Expertise in GE Gas Power Services OTR processes and tools.

Additional Information

Relocation Assistance Provided: No

Required Experience:

Manager