Senior Customer Service Manager
Department: Business Development
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
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.")
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 on-going technical and business support to assigned customer accounts.
Function as the interface with various internal stakeholders such as engineering, operations, sales, finance, accounting 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 operating rhythm to provide project updates to assigned accounts.
Work with operations, RM&U and Business Development to quote services related opportunities.
Identify and develop new processes to ensure timely responses to customer requests.
Develop financial models to align with customer service offerings to develop and validate commercial offerings
Perform other related duties as assigned to assist with successful operations and business continuity.
Must be legally authorized to work in the United States without the need for sponsorship.
Must be at least 18 years of age or older.
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).
Daily overtime required and in person, predictable attendance in The Woodlands, TX.
Valid U.S. Driver’s License required. Most employment is contingent upon meeting company driving standards, including 3 year U.S. driving history and an acceptable Motor Vehicle Record (MVR) in accordance with Company policy.
EDUCATION/EXPERIENCE LEVEL
U.S. High School Diploma required.
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.
Experience in Customer services roles including Customer service manager, etc.
QUALIFICATIONS, SKILLS, COMPETENCIES, AND ABILITIES
Ability to communicate in a technical manner with clients.
Ability to read and interpret electrical/controls drawings.
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.
Proficient with Microsoft Suite Software. (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.
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.
