Job Description Summary

Lead and grow GE Vernova's Grid Automation services across North America (USA & Canada). This role holds strategic, operational, and people leadership responsibility for a team of Field Service Engineers and Technicians. Drive customer satisfaction and market share for Protection & Control (P&C), Monitoring & Diagnosis (M&D), and Critical Infrastructure Communications (CIC) offerings, ensuring reliable and efficient operation of critical infrastructure with an unwavering commitment to safety.

Job Description

Essential Responsibilities:

Business & Strategic Leadership:

• Develop and execute the North American services strategy aligned with global objectives.

• Manage the Services department including forecasting, budgeting, cost control, and revenue growth to meet financial targets.

• Partnering with our Sales department, identify market opportunities, develop innovative service offerings (P&C, M&D, CIC), drive contract renewals, support service agreement penetration, and new service sales growth.

• Forecast future resource needs and define recruitment/training plans to ensure team readiness.

Operational Excellence & Technical Service Delivery:

• Oversee and optimize service lifecycle activities (installation, testing, and commissioning), including strategic guidance and technical oversight of Grid Automation solutions (P&C, M&D, CIC).

• Ensure safety, high-quality, on-time, and on-budget execution of all service contracts and projects.

• Provide strategic oversight and support for on-site customer assistance, including troubleshooting complex issues in collaboration with the Technical Support team, to ensure prompt and effective resolutions.

• Enhance service capabilities, identify and implement growth opportunities to improve reliability, efficiency and customer confidence for our Grid Automation offering.

• Implement and continuously improve operational processes, tools, and best practices to enhance efficiency and effectiveness of field service operations.

• Lead proactive site preparation: EHS assessments, skill alignment, and ensuring proper tooling/methods for smooth execution.

• Maintain a robust workload management (e.g., ServiceMax) to optimize resource allocation and scheduling.

• Ensure compliance with contractual obligations, customer requirements, and GE Vernova quality standards.

• Drive initiatives for cost reduction, productivity improvement, and resource optimization.

• Stay abreast of industry trends, competitor activities, and technological advancements in grid automation and related services.

Customer Relationship Management:

• Build and maintain strong customer relationships, understanding their needs and objectives.

• Serve as a senior point of contact for critical customer issues and escalations, ensuring timely resolution.

• Lead field troubleshooting for complex issues, collaborating with Technical Support for rapid resolution and minimal downtime.

• Leverage customer feedback to drive service innovation and ongoing improvements.

• Promote GE Vernova's Grid Automation service value proposition.

People Leadership & Development:

• Lead, mentor, and develop a high-performing North American Field Services team (Engineers & Technicians).

• Champion a strong EHS safety culture, ensuring unwavering adherence to all regulations and best practices.

• Manage talent acquisition, performance, training, and career development for the services team.

• Ensure team technical competencies in P&C, M&D, and CIC through ongoing training.

Cross-Functional Collaboration:

• Collaborate with Sales, Engineering, Project Management, and Product Line teams for seamless customer experience and strategic alignment.

• Support Sales & Tendering with pre-sales activities: technical scope, offer preparation, proposal reviews, and customer presentations.

• Partner with global services teams to leverage best practices and contribute to global initiatives.

Key Performance Indica