Sr Services Manager 2 - Customer Service Management

Roles and Responsibilities

• Serve as the senior customer-facing leader for assigned Aero fleets, building trusted executive and operational relationships while providing wing-to-wing support across a large installed base of LM products within GE Vernova Gas Power.
• Champion a strong safety culture by leading outage planning and execution in full compliance with GE Vernova's Life Saving Rules, safety standards, and operational excellence expectations.
• Own overall account strategy, customer satisfaction, and commercial performance for a portfolio of Contract Service Agreements (CSAs), with accountability for revenue growth, margin expansion, cash collection, and contractual fulfillment.
• Lead stakeholder engagement and customer communications across multiple sites, establishing clear communication strategies that align business objectives, operational priorities, and long-term partnership goals.
• Provide technical and business leadership throughout the asset lifecycle, including commissioning-to-operations transitions, warranty support, fleet performance optimization, and issue resolution.
• Direct warranty administration and commercial negotiations for new unit and service-related claims, balancing customer advocacy with GE Vernova's financial, contractual, and strategic objectives.
• Lead recurring customer business reviews and operational performance discussions, identifying risks, opportunities, and value-enhancing products and service solutions.
• Define outage scope, planning requirements, and execution strategies while ensuring seamless coordination and handoff to One Field Services and other execution teams.
• Own outage and non-outage parts planning, including RFQ development, proposal generation, order management, material readiness, and delivery execution.
• Lead response efforts for emergent and forced outages, mobilizing cross-functional resources to restore customer operations safely and efficiently while minimizing operational and financial impacts.
• Drive wing-to-wing outage execution through leadership of pre-outage planning, outage milestone management, and post-outage reviews to ensure safe, high-quality, on-time, and on-budget outcomes.
• Ensure timely and accurate commercial execution, including invoicing, credit memo processing, cash management, and financial reconciliation activities.
• Lead cross-functional technical issue resolution efforts in partnership with Product Service Engineering, Field Services, Supply Chain, and Product Management teams to resolve complex operational challenges.
• Manage fulfillment of CSA contractual obligations across field services, maintenance programs, repairs, overhauls, parts supply, and performance commitments while coordinating multiple concurrent deliverables.
• Drive disciplined cost management by proactively identifying, mitigating, and communicating operational, commercial, and warranty-related risks and opportunities.
• Maintain expert knowledge of contract terms and conditions, including risk-sharing provisions, liquidated damages, performance incentives, and commercial remedies, while identifying and capturing additional revenue opportunities.
• Drive growth across the Aero services portfolio, including parts, field services, upgrades, repairs, and lease engine solutions, from opportunity identification and proposal development through order conversion and execution.
• Analyze complex business and operational challenges, leveraging internal and external data to develop actionable recommendations that improve customer outcomes, operational efficiency, and business performance.
• Exercise sound judgment in resolving technical, operational, and commercial issues, evaluating available information, challenging assumptions, and delivering innovative solutions beyond established processes when required.
• Lead projects and cross-functional initiatives of varying complexity, influencing stakeholders and driving alignment to achieve business objectives.
• Communicate complex concepts effectively to customers, leadership, and internal teams, influencing decisions, building consensus, and driving success.

Qualifications

High levels of operational judgment are required to achieve outcomes required. Strong technical skills and experience in maintenance, repair, and refurbishment of products are essential. Proven track record in managing customer relationships and driving revenue growth is necessary. Experience in GE Vernova Gas Power and related industries is preferred. Leadership experience in similar roles is highly desirable. A bachelor’s degree in engineering, mechanical engineering, or a related field is typically required, along with relevant certifications and licenses.