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

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.
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

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 include the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions
access to Fidelity resources and financial planning consultants
tuition assistance
adoption assistance
paid parental leave
disability benefits
life insurance
12 paid holidays
permissive time off

Senior Service Manager – Customer Service Management

Key skills