Company: Baker Hughes, a GE Company
Skills: Customer Service
Experience: 5 + Years
Education: Bachelors/3-5 yr Degree
Employment Type: Full Time Salaried Employee
Location: Houston, Texas, United States

In order to apply for this position, applicants MUST meet the following criteria. If your resume does not match these criteria, you will not be able to apply for this position.

Role Summary/Purpose

This role will be measured on its customer relationship and the ability to produce financial and operating results for the business. The Customer Service Manager (CSM) will be required to work independently to manage transactional business. They will be co-located with their respective customers in the United States and be responsible for delivering high quality customer solutions including new products, outage planning, parts & repair delivery via project management tools.

Essential Responsibilities

The role includes ownership of the customer relationship & ability to meet internal BHGE objectives.

In the role of Customer Service Manager, you will:
  • Own project execution, including coordination of engineering, supply chain, procurement, repairs, shipping logistics, field execution of outage scope and performance demonstration
  • Provide Project Leadership, effectively managing and facilitating cross-functional GE teams to ensure on time delivery, contract deliverables fulfillment, and margin attainment/ enhancement
  • Actively identify, manage, and reduce project risks throughout the project life-cycle
  • Actively participate in process initiatives and project reviews to drive risk mitigation, best practices/ lessons learned, and project execution excellence
  • Provide contract administration for assigned proposals and contracts including customer interface, negotiations, preparation, and contract interpretation
  • Participate and support the Margin Review process
  • Provide TIL's, NICs, SBs and ECN's to the owner
  • Respond to the customer's technical inquiries
  • Provide information and support for implementing conversion, modification, & upgrade opportunities
  • Work with the owners O&M to optimize reliability and availability in order to increase the facility's efficiency and profitability
  • Build strong partnerships within the value chain organization, which will be extremely important to deliver high quality services
  • Respond to forced outages and be present at sites
  • Track, credit and invoice bonus and LD amounts
  • Respond to warranty claims
  • Responsible for Quality and EHS oversight on work performed at assigned customer sites

  • Bachelor's Degree in Engineering or Business Management from an accredited college or university
  • Minimum 5 years of experience in either commercial, sourcing, repair, engineering, maintenance or other adjacency roles with Gas Turbine, Aeroderivitaves, Compressors and Power Turbines content

Desired Characteristics
  • Minimum 8 years of experience in either commercial, sourcing, repair, engineering, maintenance or other adjacency roles with Gas Turbine, Aeroderivitaves, Compressors and Power Turbines content
  • Strong knowledge of GE O&G organization and processes, with special focus on Transactional & Contractual business model
  • Leadership, initiative, autonomy and self-confidence
  • Strong interpersonal, communication, influencing skills
  • Strong can do and problem-solving attitude. Ability to effectively switch-task and manage multiple projects at the same time
  • Proven capability to drive cross-functional team remotely
  • Skilled at leading in a matrix organization; influencing and leading cross functional teams despite limited authority
  • Skilled Communicator; professional and tactful in oral and written communications with multiple GE functions/levels and with the Customer; applies good judgment on frequency and detail of communication
  • Excellent planning and organizational skills
  • Ability to quickly respond to and manage project changes
  • PMP certificate desired
  • Ability to set realistic objectives, accurately appraise situations, detect risks and issues, and collaborate with GE internal teams and customer to find win-win solutions
  • Experience with interpreting or applying contract terms & conditions and binding agreements
  • Understanding of GE financial processes, revenue recognition, costs, margin, and quarterly forecasting

  • Houston, TX

This is your opportunity to learn more, do more, live the career you have imagined and be part of a truly diverse organization.

Baker Hughes, a GE company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. Learn more