A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Service Manager
Company Overview
At Mitsubishi Power, we're not just building better clean energy technologies; we're architecting a better future. Our team is boldly redefining power generation to accelerate the world's energy transition. We operate as one team, pushing toward our vision of the future. We value problem solvers, prioritize collaboration, and support each other in an inclusive culture built on accountability and authenticity by demonstrating our values: Safety, Family, Innovative, Inclusive, Accountable & Courageous. Together, we're building the future we all aspire to - making net zero a reality. Role Overview
The
LTSA/LTMA
Service Manager is responsible for the planning, implementation, and overall management of PGS service scopes for customer contracts, including Long Term Service Agreements, Long Term Maintenance Agreements and/or transactional outage services, parts, and repairs.
The
LTSA/LTMA
Service Manager is an advanced position that requires capability to perform work assignments on a wide variety of tasks with limited supervision. The manager must have the capability to make sound recommendations regarding safety, reliability and integrity of the products and services being provided. The manager will be given greater leadership responsibility and opportunities for direct interface with customers. The Service Manager also manages and coordinates all aspects of Field Service planning for the scheduled and unscheduled maintenance.
Key Responsibilities Demonstrates our core competencies: Action oriented, change champion, customer-focused, developing self & others, and ownership
Develop, understand, and communicate contract requirements, scope definition, outage plans, event schedules, contingency plans, lessons learned, and customer-facing updates for planned and unscheduled maintenance activities.
Lead cross-functional internal planning efforts and outage teams, including Open, Inspection, Repair, and Close activities, field service operations, customer contract implementation, and support for other contracts as contributor or lead.
Manage outage budgets, actual project costs, invoices, accounts receivable, cash flow support, cost deviations, project administration, warranty documentation, and warranty issue resolution.
Coordinate tools, suppliers, parts availability, delivery status, onsite outage readiness, parts expediting, off-site repair shipments, and remaining parts turnover to customers.
Travel frequently to customer plant sites to plan outage requirements, meet with customers on contract issues, resolve technical issues, and explore opportunities to increase sales to existing and/or new customers.
Support field service planning, assigned project managers and project engineers, standard field procedures, accurate system information, data requests, quality system development, ISO 9001 initiatives, and internal process improvements.
Comply with safety policies, company procedures, confidentiality requirements, and 365/24/7 service operations expectations while communicating effectively, supporting team goals, maintaining integrity, and performing other duties as required. Requirements Bachelor's degree (BSME, BSEE) from four-year College or university; or at least six (6) years related experience and/or training; or equivalent combination of education and experience is required for this position.
Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, and governmental regulations. Ability to write reports, business correspondence, and procedure manuals, and effectively present information and respond to questions from managers, clients, customers.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume, and apply concepts of basic algebra and geometry. Ability to solve practical problems, work with concrete variables where limited standardization exists, and interpret instructions furnished in written, oral, diagram, or schedule form. Basic personal computer skills, including electronic mail, word processing, spreadsheets, and basic databases. Exceptional communication, strategic thinking, and organizational skills. 30% business travel land/air/overnight based on contract needs.
Maintain a good status of your driver's license and passport. Why Should You Apply? Excellent Benefits (Medical, Dental, Vision & 401K Matching).
Excellent development programs and advancement opportunities.
Tuition reimbursement and on-the-job training.
Paid vacation, sick time, and holidays.
Committed to quality products and services.
Great working environment and culture.
Employee Appreciation Programs and Event. Mitsubishi Power is an Equal Employment Opportunity (EEO) employer actively seeking to diversify the workforce and is committed to a policy of equal employment opportunity. Therefore, all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally recognized protected basis under applicable law, are strongly encouraged to apply.
