Job description

Job Description Summary

Job Description

The Customer Service Manager will lead customer service management and fleet management processes for installed photovoltaic inverters and battery energy storage system, and report to the Global Services Leader here in the UK.

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, storage (BESS) and solar power segment.
• Establish and maintain contact to provide on-going technical and business support to assigned customers, obtain first-hand input on plant operational issues, and customer’s intentions in terms of repairs, upgrades, equipment/parts replacement, and maintenance in general.
• Manage storage (BESS) and solar power segment customers, including warranty obligations, service agreements, and spare parts and services orders.
• Drive customer satisfaction trough effective communication and order management, contract compliance, and meeting expectations with respect to safety, quality, and delivery.
• Meet GE business expectations by managing orders plans, safety, quality, schedule, cost, margin, cash flow, and risks.  Communicate goals, deliverables, strategies, risks, and opportunities as required internally within GE.
• Hold accountable on those tasks or assignments appointed by Service Leader and deliver the results expected.
• Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management and services. 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. Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field.
• Attend or organize meetings, conference calls between customers and GE for any resolutions about unit operations, technical issues and/or business discussions.
• Support parts delivery, logistics and inventory to fulfill contractual requests, technical specifications and project/outage schedules.
• Protect GE’s reputation and technology in the market place.
• Promote a diverse and inclusive work environment which encourages employees to achieve excellence in all project and service management metrics.

QUALIFICATIONS:

• Minimum Bachelor's degree from an accredited university or college (Engineering ) OR sugnificant experience in Field Services
• Wealth of experience Customer Services Management experience
• Solar Energy System, Energy Battery Storage, and/or Hybrids product knowledge and business process experience
• Proven track record of leading multi-cultural teams
• Position is a work from home and based in UK and up to 50% travel is required.

DESIRED:

• Storage and Solar power plant sales, design, procurement, construction, operations, maintenance, and/or service experience
• Strong fundamental working knowledge GE Solar product sales, manufacturing, testing, and service processes
• 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.
• Fluency in French is an advantage

Additional Information