Senior Customer Service Manager
Senior Customer Service Manager
Job Description
Department: Business Development
Job Status: Full-Time
FLSA Status: Salary-Exempt
Reports To: Vice President of Business Development
Location: The Woodlands, Texas
Amount of Travel Required: 10%
Work Schedule: Monday-Friday, 8 a.m. - 5 p.m.
Positions Supervised: N/A
AIP Level: 6
POSITION SUMMARY: The Senior Customer Service Manager primarily leads customer communication with existing external and affiliate accounts. This person will work with the commercial leadership team as well as the operations team to ensure customer satisfaction.
ESSENTIAL FUNCTIONS: (The following duties and responsibilities are all essential job functions, as defined by the ADA, except for those that begin with the word "may.")
- Function as the main point of contact for specified customer accounts
- Lead and develop gas turbine overhaul and exchange program for affiliates.
- Develop post sales processes where necessary.
- Work with senior leadership to build a post sales business development strategy.
- Establish and maintain contact to provide on-going technical and business support to assigned customer accounts.
- Function as the interface with various internal stakeholders such as engineering, operations, sales, finance, accounting and management as needed to meet customer needs.
- Lead internal and external kickoff meetings for new aftermarket orders.
- Lead and be accountable for accurate project updates.
- Establish operating rhythm to provide project updates to assigned accounts.
- Work with operations, RM&U and Business Development to quote services related opportunities.
- Identify and develop new processes to ensure timely responses to customer requests.
- Develop financial models to align with customer service offerings to develop and validate commercial offerings
- Perform other related duties as assigned to assist with successful operations and business continuity.