Senior Customer Service Manager

Description

Senior Customer Service Manager
Job Description

 

Department: Business Development    

Job Status: Full-Time

FLSA Status: Salary-Exempt  

Reports To: Vice President of Business Development

Location: The Woodlands, Texas        

Amount of Travel Required: 10%

Work Schedule: Monday - Friday; 8 a.m. - 5 p.m.                                         

Positions Supervised: N/A

AIP Level: 6

POSITION SUMMARY: The Senior Customer Service Manager primarily leads customer communication with existing external and affiliate accounts.  This person will work with the commercial leadership team as well as the operations team to ensure customer satisfaction. 

ESSENTIAL FUNCTIONS: (The following duties and responsibilities are all essential job functions, as defined by the ADA, except for those that begin with the word "may.")

• Functions as the main point of contact for specified customer accounts. 
• Leads and develops gas turbine overhaul and exchange programs for affiliates.
• Develops post sales processes where necessary.
• Works with senior leadership to build a post sales business development strategy.
  • Establishes and maintains contact to provide ongoing technical and business support to assigned customer accounts. 
  • Functions as the interface with various internal stakeholders such as engineering, operations, sales, finance, accounting and management as needed to meet customer needs. 
• Leads internal and external kickoff meetings for new aftermarket orders.
• Takes ownership of project leadership and ensures accurate updates.
• Establishes operating rhythm to provide project updates to assigned accounts. 
• Works with operations, RM&U and Business Development to quote services related opportunities. 
• Identifies and develops new processes to ensure timely responses to customer requests. 
• Develops financial models to support and validate customer service-based offerings.
• Performs other related duties as assigned to assist with successful operations and business continuity.

Qualifications

POSITION REQUIREMENTS:

• Successfully passes all applicable general pre-employment testing including but not limited to: background check, pre-employment drug screening, pre-employment fit tests, pre-employment aptitude and/or competency assessment(s).
• Possesses a valid U.S. Driver’s License.
• Daily in-person, predictable attendance.
• Proficient in Microsoft Office Suite tools.

EDUCATION/EXPERIENCE LEVEL

• 15 years of experience related to power generation, electrical, or controls engineering.
• Specific knowledge of gas turbine, natural gas engines, and installations is a plus.
• Knowledge of equipment controls and logic.
• Able to read and interpret electrical/controls drawings.
• Experience in Customer services roles including Customer service manager, etc.

QUALIFICATIONS, SKILLS, COMPETENCIES, AND ABILITIES

• Ability to work within a team concept to successfully complete assigned tasks.
• Able to communicate in a technical manner with clients.
• Ability to take instruction well and interact with other employees in a positive manner within the framework of assigned work groups.
• Efficient at Microsoft office (Teams, Word, Excel, PowerPoint, Outlook)
  
   

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Senior Customer Service Manager is often required to walk, sit, climb, bend, reach and squat/kneel. Their work environment is dynamic and diverse, often characterized by a combination of office-based tasks, field activities, and interactions with both internal colleagues, executive management, and clients. 

When working indoors, they are often subjected to prolonged periods of sitting at a at a desk station, keyboarding and using repetitive motions with wrists, hands, and or fingers. Vision abilities required by this job include close vision and the ability to adjust focus while reading and staring at computer monitor. They will also need to speak clearly and audibly, as well as have the ability to hear, understand, and distinguish speech and /or other sounds (e.g., building alarms) deriving from in person speech, telephone, or other remote speech. Must be able to access and navigate each department at the organization’s facilities. When required to visit a wellsite, work environment includes exposure to hazardous materials, operating conditions, audio up to 85 dB and inclement weather. Given these conditions employees are required to wear company mandated and issued personal protective equipment (PPE) (fire retardant coveralls, safety hat, steel toe boots, safety glasses, ear protection and safety gloves) and must strictly adhere to all safety policies. Senior Customer Service Manager may be required to lift heavy objects; therefore, the Senior Customer Service Manager must be able to lift 20lbs. independently.

Work hours may include or includes early morning, late evenings, and weekends, depending on business necessity.

AAP /EEO STATEMENT

The Company is committed to the cause of equal employment opportunity for all employees and applicants, thus abiding by all applicable state and federal laws.  Our practices regarding employment, job promotion, compensation, training, and termination do not discriminate on the basis of race, color, religious creed, age, sex, national origin, veteran's status, disability, pregnancy, genetic information, or any other legally protected status.  It is expected that all employees, both management and staff, will fully support these nondiscriminatory policies.

The company has reviewed this job description to ensure essential functions and duties have been included. It is not intended to be an exhaustive list of all functions, responsibilities, skills, and abilities.

Last Revised 09/2025.