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Customer Service Manager

Posted on Mon, 28 Mar 23:16 EDT
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Customer Service Manager (CSM) reporting to the Manager of Customer Service. Customer 
Service Manager will be responsible for developing, implementing and providing continuous 
improvements to the companys customer service processes. The CSM will manage the 
customer relationship throughout the product life cycle once the equipment has been 
placed into commercial operation. 

 Main Responsibilities: 
 - Manage all aftermarket commercial and technical concerns of the assigned customer 
accounts commencing upon commercial operation of the power plant equipment, parts or 
 - Facilitate the single point communication interface philosophy between the customer 
and the company. 
 - Provide 24 hour technical support as required to assigned customer accounts, including 
emergency field service support. 
 - Responsible for administering all company contractual warranty commitments during the 
warranty period and is responsible in meeting the assigned warranty budget for assigned 
 - Responsible for warranty parts shipments, coordination of returned material for the 
sites, and vendor repairs of returned material from the field. 
 - Manage the availability and reliability information for assigned accounts. 
 - Responsible in coordinating and planning maintenance events with the customer to 
ensure high availability and reliability of the equipment. This includes the planning and 
coordination of field engineering services (Company Customer Service Engineers, Field 
Engineers and Contractors) as may be required. 
 - Coordinate the sale of spare parts and Service Bulletins to each assigned account to 
help meet fleet availability requirements. 
 - Establish a good working relationship with assigned customer base to ensure continuous 
quality improvement and increased customer satisfaction. 
 - Coordinate and help to sell engine shop repairs when and engine shop visit is 
 - Work closely with other functional groups within the company to ensure customer 
expectations are met or exceeded. 
 - Provide a weekly report regarding the status of customer accounts detailing all 
outages and other commercial concerns for business reviews. 
 - Manage Aftermarket proposals from selling through execution and warranty 
 - Travel to Customers is expected in an effort to build relationships, handle emergency 
troubleshooting or repairs within the capability of the CSM and in support of potential 
new unit sales campaigns. 

Required Skills: 
Well Qualified Candidates will possess the following: 
 - 5 years Power industry and/or gas turbine experience. 
 - Previous customer service experience required. 
 - Contractual service business knowledge. 
 - Highly effective communications and influencing skills. 
 - Ability to travel about 10% of the time to customer sites. 
 - International experience will be helpful. Multi-lingual also preferred but not 

- Engineering or business degree preferred


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