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Lead Customer Service Manager

Madison, WI

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Lead Customer Service Manager
General Electric

Job #682340174
About Us:
Baker Hughes, a GE company (NYSE:BHGE) is the world’s first and only fullstream provider of integrated oilfield products, services and digital solutions. Drawing on a storied heritage of invention, BHGE harnesses the passion and experience of its people to enhance productivity across the oil and gas value chain.
BHGE helps its customers acquire, transport and refine hydrocarbons more efficiently, productively and safely, with a smaller environmental footprint and at lower cost per barrel. Backed by the digital industrial strength of GE, the company deploys minds, machines and the cloud to break down silos and reduce waste and risk, applying breakthroughs from other industries to advance its own.
With operations in over 120 countries, the company’s global scale, local know-how and commitment to service infuse over a century of experience with the spirit of a startup – inventing smarter ways to bring energy to the world.
Follow Baker Hughes, a GE company on Twitter @BHGECo, or visit us at ~~~.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at ~~~ . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Role Summary:
Customer Service Manager is responsible for a broad wing-to-wing execution of downhole rod pump services including financials, day-to-day customer requests and order fulfillment, pump failure reports, support pump failure meetings, resolution of technical and commercial issues, and developing service solutions that promote increased customer satisfaction. Furthermore, the candidate will play a key role in growing customer relationships and earning customer loyalty.
Essential Responsibilities:
In the role of Lead Customer Service Manager , you will:
You will be aligned with a portfolio of Permian downhole rod pump customers while ever focused on growing customer relationships and improving the efficiency by which we transact and compete to earn customer loyalty through quick responses, high quality products and repair services, project execution, and timely service solutions
Manage customer relationship and expectations coordinating with service shops including service delivery and fulfillment, reporting, failure analysis meeting support, contractual management, invoicing, collections, and forecasting
Schedule and coordinate activity between customers and fulfillment centers coordinating all service tech teams to provide the highest level of service and compliance
Direct and administer pump teardown reports and inspection activities to ensure on-time completion, within internal and external quality / specification requirements
Close out projects including financials documentation and warranty administration (both new units and services)
Support the Inquiry-To-Order (ITO) sales proposal process with Sales team in preparing pricing and quotes for downhole pumps and parts
Implement and drive continuous process improvements with fulfillment teams
Navigate and use internal systems including transactional-SAP, reporting / analysis, MS Office Word/Excel/PowerPoint Qualifications/Requirements:
Bachelor's Degree from an accredited college or university (or a High School Diploma / GED with a minimum of 7 years of experience in a rod pump Services position)
Minimum 3 years of experience in rod pump services position Desired Characteristics:
Passionate customer service orientation
Minimum of 2 year of experience of technical customer service relations areas and development related to oil and gas artificial lift
Demonstrated business / commercial acumen / project management experience
Deep technical knowledge of down-hole pumps and associated equipment
Strong organizational, analytical and problem solving abilities
Strong proven customer communication skills
Minimum of 3 years of professional experience, preferably in Oil & Gas industry
Demonstrated ability to manage multiple customer events simultaneously
Excellent situational awareness
Experience in use of SAP and Microsoft applications including Excel, PowerPoint and Project Locations:
United States; New Mexico, Texas; Odessa, denver city, levelland, kermit, pecos, hobbs, artesiaGE will only employ those who are legally authorized to work in the United States for this opening.
Updated 06/12/2018

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