Sr Services Manager - Customer Contract Management

Job Description Summary

Responsible for the profitability and customer satisfaction for assigned contracts. Provide both service agreement, and time and material program management. Assist in sales campaigns for new contracts and proposals. Act as the primary point of contact for customers and coordinates cross-functional teams to achieve program objectives, assuring timely resolution of customer issues and customer satisfaction for assigned contracts. Interact with members of the customer service, parts & transactional services, field service, repair service and/or other teams. Function as liaison between internal organizations and customers for assigned contracts.

Job Description

Company Overview: Are you ready to see your career take flight? At GE Aerospace, we believe the world works better when it flies. We are a world-leading provider of jet engines, components, and integrated systems for commercial and military aircraft. We have a relentless dedication to the future of safe and more sustainable flight and believe in our talented people to make it happen.

Site Overview: GE Aerospace engines power a diverse range of commercial aircraft. Through strategic partnerships, we drive innovation and support the growth of aviation across Asia Pacific. The future of flight in Asia Pacific is filled with the most promising innovations and new possibilities. GE Aerospace stands at the forefront of these advancements. For more than 40 years, GE Aerospace has been a trusted partner to the commercial aviation sector in Asia Pacific.

Role Overview:

• Requires specialized knowledge within the function. Influence the development of strategy for the area of responsibility, including control of resources and influences policy formulation.

• Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering. Has ability to assess quality of information given and ask pertinent questions to stakeholders. Able to offer new solutions to problems outside of set parameters and can construct and provide recommendations. Uses multiple internal and some external sources outside of own function to help arrive at a decision.

• Program Management: Develop and manage program plans, schedules, and budgets. Monitor program progress and performance, ensuring adherence to timelines and deliverables. Identify and mitigate risks to program success.

• Customer Relationship Management: Serve as the primary point of contact for customers, addressing inquiries and resolving issues. Build and maintain strong relationships with customers, understanding their needs and expectations. Ensure customer satisfaction through regular communication and updates.

• Cross-Functional Coordination: Collaborate with internal teams, including engineering, manufacturing, quality, and supply chain, to ensure program requirements are met. Facilitate cross-functional meetings and communication to align team efforts and resolve issues. Lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicate difficult concepts and influence others to consider options and ultimately arrive at a decision.

• Quality Assurance: Ensure that all program deliverables meet quality standards and customer specifications. Implement and monitor quality control processes throughout the program lifecycle.

• Reporting and Documentation: Prepare and present program status reports to customers and internal stakeholders. Maintain accurate and comprehensive program documentation, including contracts, schedules, and performance metrics.

• Continuous Improvement: Identify opportunities for process improvements and implement best practices to enhance program efficiency and effectiveness. Participate in program reviews to capture lessons learned and drive continuous improvement. Stays informed of industry trends that may inform work.

Ideal Candidate: Person with strong understanding of new engine and services product offerings, commercial experience and demonstrated ability to collaboratively work with cross functional teams to drive desired outcomes.

Required Qualifications:

• For roles outside of the USA- This role requires significant experience in the Services & Customer Contract Management. Knowledge level is comparable to a Master's degree from an accredited university or college (or a high school diploma with relevant experience).

Preferred Qualifications:

• FLIGHT DECK: demonstrated application of FLIGHT DECK fundamentals and continuous improvement.

• Communication Skills: Ability to clearly and effectively communicate with customers, team members, and stakeholders. This includes both verbal and written communication.

• Project Management: Proficiency in managing projects, including planning, execution, monitoring, and closing. Familiarity with project management tools and methodologies is beneficial.

• Problem-Solving: Strong analytical skills to identify issues and develop effective solutions. This includes the ability to think critically and creatively.

• Customer Relationship Management: Skills in building and maintaining strong relationships with customers. Understanding customer needs and ensuring their satisfaction is crucial.

• Technical Knowledge: a solid understanding of technical aspects related to the products and services offered.

• Negotiation Skills: Ability to negotiate terms and conditions with customers to achieve mutually beneficial agreements.

• Time Management: Efficiently managing time and prioritizing tasks to meet deadlines and deliverables.

• Team Collaboration: Working effectively within a team and collaborating with various departments to achieve common goals.

• Attention to Detail: Ensuring accuracy and thoroughness in all aspects of the role, from documentation to customer interactions.

• Adaptability: Being flexible and adaptable to changing customer needs and market conditions.

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