Lead Services Customer Operations Specialist
GE Vernova · Jebel Ali
Job Description Summary
The Lead Service Specialist-Customer Operation is responsible for driving sustained customer success and growth across controls retrofit projects and post-sales lifecycle management working in close coordination with Senior Service Managers. This includes Services projects, technical support agreements, training, professional services, outcome attainment, retention, expansion, and customer advocacy across the Middle east, Africa and South Asia region. This role is responsible for managing P&L, Customer order & Fulfillment and customer satisfaction within the assigned subregion by managing customer obligations, overseeing fixed-price and time-and-materials project management, and service agreements. Also, will collaborate closely with teams across Customer, field services Engineers, cross functional team, and operations with a forward-thinking approach aligned to GE Vernova’s SQDC priorities and Lean principles for maximum impact. In addition, this role will work on the Inquiry-to-Order (ITO) phase by partnering with sales and commercial teams to develop competitive service proposals. The role has moderate autonomy, requiring high levels of operational judgment.Job Description
Key Responsibilities
- Serve as a liaison between internal and external stakeholders for the assigned subregion time to time. In this role, you will support Software and Control Solution (SCS) clients, manage customer relationships, and contribute to the overall SCS business strategy for the Middle east, Africa and South Asia region.
- Build and maintain strong customer relationships, serving as the single point of contact and managing all communications for the assigned subregion.
- Own the P&L for the subregion, customer order and fulfillment, identifying growth opportunities and driving revenue, margin, billing, and cash collection performance
- Develop and own the site-level customer communication plan and coordinate regularly with GE Vernova and the customer to propose change orders that deliver added value.
- Own the development of service proposals by providing estimates for labor, schedule, proposal language, subcontractor scope, tooling, logistics, and conducting risk assessments.
- Provide leadership and structure for project delivery planning, risk identification, mitigation strategies, and contingency planning for successful job execution.
- Ownership of contract leadership ensuring all project deliverables are met while fully understanding the T&Cs and contract requirements.
- Drive strategic projects and initiatives with other subregional service managers.
- Be responsible for leading and coaching multi-disciplinary, multi-cultural teams consisting of GEV personnel, contingent workers, craft labor, and subcontractors.
- Build trusting relationships and collaborate effectively with senior-level customer and supplier management on commercial, execution, technical, and compliance matters
- Provide subject matter expertise (SME) on controls retrofit projects and post-sales
Required Qualifications
- Bachelor’s degree in engineering from an accredited university
- Minimum of 8 years of experience with GEV control product systems (Mark VI, Mark VIe, EX2100/ EX2100e etc.) or similar control system in commercial, services, engineering, project management and/or relevant functions
- High proficiency with computer tools (MS Office suite)
- Strong communication skills in English, both written and verbal
- Ability and willingness to travel around 30-40% domestically and internationally as needed
Desired Characteristics
- Ability to develop influential customer relationships.
- Master's degree from an accredited university
- Strong communication skills in Arabic
- 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 Services management skills.
- Experience in the GEV control product systems field Services or OTR engineering
- Experience in SAP
Additional Information
Relocation Assistance Provided: Yes