Job Description Summary
GE's Power Conversion business, part of GE Vernova, provides electrification systems that are critical to customers' power and energy needs for their high-performance applications. We work with some of the world's major energy, maritime and industrial organisations, helping to enable a transition to energy efficiency and decarbonisation, including through our specialist motors, drives and control technologies.
Job Description
Reporting to the Marine Business Director, the Head of Marine Commercial Service is responsible for the commercial management of day-to-day customer enquiries for after sales service, Conversion, Modernisation and Upgrades (CMU) and Long Term Service Agreements. Your team will co-ordinate delivery of spares, remote support and field service engineering for a portfolio of integrated systems equipment developed by GE that powers and controls a global fleet of offshore vessels, operating in a range of industries from renewable energy to exploration.
As a key member of the Marine management team, you will lead a team of Service Account Managers and supporting functions responsible for delivering the after-sales activity to a specified set of globally located marine customers.
You will have the opportunity to interact with various internal teams as well as suppliers and customers operating globally and work on projects from small service orders to multi-million-dollar projects.
In this role you will focus on:
* Overall operational responsibility for the Marine Commercial Service team.
* Managing a team of Service Account Managers delivering all after sales service requirements to a global offshore customer base.
* Ensuring successful management of Long Term Service Agreements and maintaining customer satisfaction.
* Overseeing successful delivery of spares, repairs, remotes support and field service activities, for ad-hoc service, planned maintenance and Service Agreement KPIs.
* Working closely with Sales team to develop opportunities and provide solutions to unique customer service requests
* Developing the Marine Service Business past our OEM Scope into associated markets
* Accountability for the cost control and financial reporting for service orders received, managing and delivering all financial milestones on time.
* Management of financial risks and opportunities.
* The point of escalation for any customer issues, resource clashes and risk mitigation.
* Working with global teams of technical support engineers, field service engineers and project managers to deliver technical, contractual and financial solutions.
* Successfully delivering on all financial forecasts and reporting out all key financial metrics to senior leadership and finance team.
* Recruitment, training, motivation and daily management of the commercial service team.
We are looking for a committed and professional individual with:
* Extensive experience in the customer service industry.
* Excellent communication at all levels (may be presenting/liaising with senior level customers / GE senior management team).
* Multi-tasking and time management skills.
* Understanding of key standard business financial processes (Invoicing/Revenue Recognition/Debt management).
* Understanding of key financial documents and procedures (project reviews, invoices and purchasing process, Billing and trading process).
* Experience of negotiating high value contracts and claims.
* Ability to use diplomacy and influence to secure the necessary resources to deliver.
* Permanent Right to Work in the UK and ability to obtain BPSS security clearance
What will make you stand out:
* Engineering background or technical knowledge would be an advantage.
* Prior offshore service account management experience or similar industry experience
* Navigating through difficulties and sudden, unexpected inquiries while being able to set priorities and maintain timeliness.
* Ability to be the customer's advocate balanced with the ability to manage expectations and successfully deliver outcomes beneficial to both the company and the customer.
* Ability to remain calm in the centre of the storm.
You can expect from us:
* Challenging and exciting projects.
* A work environment where we understand that not everyone has the same expectations about their jobs, careers and work-life balance and we are happy to discuss flexibility requirements such as hybrid working.
* Attractive compensation.
* Flexible benefits so you can build a package that fits your personal needs. Some core benefits are: Employer pension contribution (not subject to individual contribution), Income protection, Private Health Insurance and Life Assurance.
* 26 days vacation + bank holidays.
Join us on our mission to drive global excellence in electrical engineering. We are dedicated to the highest standards of EHS and customer service. If you're ready to be a part of a dynamic team and embrace exciting challenges, apply today. Please submit your CV/resume in English.
Additional Information
Relocation Assistance Provided: No