Sr Customer Service Manager

Overview

Sr Customer Service Manager role at GE Aerospace .

The role provides resources and logistics required to perform services and maintenance activities on customers' site/property. Activities include maintaining, repairing, and refurbishing sold or existing products. It covers all types of maintenance service (preventive and remedial), manages maintenance facilities and field services engineering. The role influences budgets and operating plans, is guided by operating policy, and works with cross-functional teams. It has autonomy within the operational area or a segment within a larger business unit and may have a major impact on a small business unit or Family within a Function or P&L. It requires high levels of evaluative judgment and operational acumen to achieve outcomes and provides techno-commercial solutions to customer issues, acting as the customer focal point from an OEM perspective.

Responsibilities

• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services for the assigned region, product, or coverage area; maintain knowledge of the region, coverage area, or product lines and coordinate with internal functions to support the customer
• Establish and maintain contact to provide ongoing technical and business support to assigned customers in the designated geographic region or coverage area
• Develop expertise in own function; may include roles that are experts in their discipline, providing professional or thought leadership. Influences policy and ensures delivery within area of responsibility
• Interpret internal and external business challenges and recommend best practices to improve products, processes, or services; use industry trends to inform decision making
• Lead others to find creative solutions within complex manufacturing processes; employ advanced operational/product management, manufacturing, or engineering techniques; collaborate with adjacent functions to solve issues
• May lead functional teams or projects with moderate resource requirements, risk, and/or complexity; present solutions to leaders and negotiate internally to align on viewpoints
• Lead customer teams to provide amicable solutions balanced on technical and commercial considerations aligned with existing contracts

Ideal Candidate

The ideal candidate is a passionate advocate for customer success with a deep commitment to delivering exceptional outcomes in the aviation industry. They possess strong influencing skills, leverage storytelling to align stakeholders, and demonstrate commercial acumen through effective negotiation and problem-solving. With experience in customer-facing roles, they excel at building trusting relationships and leading teams to focus on customer needs.

Required Qualifications

• Bachelor's degree from an accredited university or college
• Overall more than 15 years of experience, including more than 5 years in Services & Customer Service Management in an Aerospace-related industry

Preferred Qualifications

• Quick learner, strategically prioritizes work, committed
• Strong communicator, decision-maker, collaborative
• Analytical-minded, challenges existing processes, critical thinker

At GE Aerospace, we have a relentless dedication to the future of safe and more sustainable flight and believe in our talented people to make it happen. Here, you will have the opportunity to work on really cool things with really smart and collaborative people. Together, we will mobilize a new era of growth in aerospace and defense. Where others stop, we accelerate.

Additional Information

• Relocation Assistance Provided: No
• This is a remote position

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Aviation and Aerospace Component Manufacturing

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