Sr Services Manager - Customer Service Management
Job Description Summary
The Customer Service Manager (CSM) serves as the primary point of contact for customers throughout the full outage lifecycle - from initial scope development through execution and closeout. This role demands a rare combination of deep technical expertise and exceptional interpersonal skills. The CSM is accountable for building lasting customer relationships, driving commercial outcomes, and ensuring every project is planned and executed with safety, quality, delivery, and cost (SQDC) excellence.
Job Description
Key Responsibilities
- Serve as the single point of contact for assigned customers, building trust and long-term reliance through consistent, credible communication
- Engage in substantive technical discussions with customers during ITO (Inquiry to Order) processes, establishing credibility from the first interaction
- Proactively identify customer needs and develop solutions aligned with business priorities
- Develop detailed, customer-specific scopes of work tailored to equipment type and service requirements
- Build comprehensive, man-loaded project schedules based on clearly defined scopes
- Develop accurate job cost estimates grounded in detailed scheduling and resource planning
- Lead end-to-end outage planning, including contingency development for scope variations and field surprises
- Collaborate closely with Local Customer Team (LCT) members across functions to ensure seamless project execution
- Apply a deep understanding of EHS and quality risks inherent to each scope of work
- Actively participate in Daily Management meetings and team forums to share best practices and drive process improvements
- Contribute to a strong team culture through peer collaboration, knowledge sharing, and openness to feedback
Required Qualifications
⚠ Foundational technical knowledge is a non-negotiable prerequisite for this role. Candidates without this foundation will be unable to independently perform the core duties of the CSM position.
- Bachelor's Degree from an accredited university or college in Engineering
- Background as a Mechanical TFA (Technical Field Advisor) or Outage Manager is strongly preferred - this experience provides the technical foundation essential to day-one effectiveness
- Working knowledge of Steam Power equipment, systems, and outage work scopes
- Familiarity with GE Vernova tools, applications, and processes used to quote, plan, execute, and close out projects
- Demonstrated ability to develop scopes of work, man-loaded schedules, and job cost estimates
- Strong understanding of EHS standards and quality requirements in field service environments
Preferred Qualifications
- Experience operating within the Fossil, Industrial, or Nuclear Steam Power segments
- Familiarity with the Outage End-to-End (OE2E) process
- Exposure to GE Vernova's SQDC mindset and Vernova Way behaviors
Additional Information
GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. GE Vernova is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE Vernova will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: No
#LI-Remote - This is a remote position
For candidates applying to a U.S. based position, the pay range for this position is between $119,600.00 and $199,400.00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. The specific pay offered may be influenced by a variety of factors, including the candidate's experience, education, and skill set.
Bonus eligibility: sales incentive.
This posting is expected to remain open for at least seven days after it was posted on March 18, 2026.
Available benefits include medical, dental, vision, and prescription drug coverage; access to Health Coach from GE Vernova, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include 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. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off.
GE Vernova Inc. or its affiliates (collectively or individually, "GE Vernova") sponsor certain employee benefit plans or programs GE Vernova reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a GE Vernova welfare benefit plan or program. This document does not create a contract of employment with any individual.