Job Description Summary

All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Impacts the team’s ability to achieve service, quality and timeliness of objectives. The role is subject to operating policy objectives. There is moderate autonomy within the role. High levels of operational judgment are required to achieve outcomes required.

Job Description

Position Overview

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.

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.

• 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

Key Competencies

The ideal candidate will demonstrate average or above performance in all of the following attributes

Organization & Compartmentalization: Ability to manage multiple concurrent projects and priorities without losing focus or detail

Leadership & Ownership: Takes initiative, holds themselves accountable, and drives outcomes without waiting for direction

Communication: Listens actively and communicates clearly — both in writing and verbally — with customers, peers, and leadership

Conflict Resolution: Effectively navigates difficult conversations, de-escalates tense situations, and finds constructive paths forward

Task-Switching: Adapts fluidly between strategic planning and tactical execution across multiple active workstreams

Humility: Recognizes the value of team input, remains coachable, and prioritizes outcomes over ego

Why This Role Matters

The CSM is the face of GE Vernova to the customer. In a business where trust is earned through technical credibility and consistent execution, the CSM directly influences customer retention, commercial performance, and field safety outcomes. Strong p