Customer Experience Manager

About the role

GE Vernova is accelerating the path to more reliable, affordable, and sustainable energy, while helping our customers power economies and deliver the electricity that is vital to health, safety, security, and improved quality of life.

The Customer Experience Manager will provide customer service, project management, communication, planning and coordinating of activities associated with the repair services of Gas Turbine engines and modules. This role will support the execution of the repair plan and will be responsible for project management of the engine through the repair cycle to ensure on-time delivery with quality and budget in mind. They will be responsible for providing excellent and timely communication of the status of the repair and will host customers on site to ensure there is a well-planned and executed customer visit. This role will be the main point of contact for the channels and the end customer for all activities performed in the course of the repair.

Responsibilities

• Act as the main point of contact to manage all channel and end customer interactions pertaining to the repair of the customers’ engines or modules.
• Act as the intermediary between the service center and the channel and end customers providing feedback and priority information to ensure alignment between all parties.
• Plan and host customer visits to ensure the visits are well planned and managed with the goal of making our customers feel welcome and ensuring they get the information needed about the repair of their assets.
• Utilize project management and leadership influence skills to ensure the project has a plan and that all parties are aligned to execute on that plan.
• Provide regular daily status updates on various aspects of the engine repairs.
• Host weekly channel status updates for the repair of the customers’ engines and modules.
• Facilitate actions around repair, reporting, cost and billing accuracy to ensure all aspects of the repairs are addressed with the correct urgency.
• Participate and support in Lean, EHS, quality and process improvement projects.

Requirements

• Bachelor’s degree from an accredited university or college (or a high school diploma / GED with at least 5 years of experience in Gas Turbine MRO or related field).

Qualifications

• Gas Turbine MRO experience.
• Strong oral and written communication skills.
• Demonstrated ability to analyze and resolve problems.
• Ability to document, plan, market, and execute programs.
• Established project management skills.
• High-energy, self-directed individual with proven ability to execute projects and lead change.
• Passionate customer service-focused person with the desire to serve.

Pay

The pay range for this position is between $91,400.00 and $152,200.00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas.

Benefits

• Medical, dental, vision, and prescription drug coverage.
• Access to Health Coach from GE Vernova, a 24/7 nurse-based resource.
• Access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services.
• Retirement benefits including the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants.
• Tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance.
• 12 paid holidays and permissive time off.