Senior Customer Service Manager Job Description

Department: Business Development

Job Status: Full Time

FLSA Status: Exempt

Reports To: Director of Business Development

Location: Woodlands, Texas Office

Amount of Travel Required: <10%

Work Schedule: M-F 8-5

Positions Supervised: N/A

AIP Level: 6

POSITION SUMMARY: The Senior Customer Service Managerprimarily 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:

• Function as the main point of contact for specified customer accounts
• Lead and develop gas turbine overhaul and exchange program for affiliates.
• Develop post-sales processes where necessary.
• Work with senior leadership to build a post-sales business development strategy.
• Establish and maintain contact to provide ongoing technical and business support to assigned customer accounts.
• Function as the interface with various internal stakeholders such as engineering, operations, sales, finance, and management as needed to meet customer needs.
• Lead internal and external kickoff meetings for new aftermarket orders.
• Lead and be accountable for accurate project updates.
• Establish an operating rhythm to provide project updates to assigned accounts.
• Work with operations to quote services-related opportunities.
• Identify and develop new processes to ensure timely responses to customer requests.
• Performs other related duties as assigned to assist with successful operations and business continuity.

Qualifications

POSITION REQUIREMENTS:

• Successfully passes background check & pre-employment drug screening.
• Possesses a valid U.S. Drivers 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 turbines, natural gas engines, and battery systems is a plus.
• Knowledge of equipment controls and logic.
• Able to read and interpret electrical/controls drawings.

QUALIFICATIONS, SKILLS, COMPETENCIES, AND ABILITIES

• Able to communicate in a technical manner with clients.
• Ability to work within a team concept to successfully complete assigned tasks.
• 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 essential functions.

Frequently required to walk, sit, climb, bend, reach, and squat/kneel. Work hours may include early morning, late afternoon/evening hours, and weekends in combination depending on job demands.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

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.

Last Revised 1/24/24

by Jobble