Director Customer Service

Director Customer Service

About PROENERGY

PROENERGY is a global and vertically integrated energy transition platform. Focused exclusively on fast-start, dispatchable power, our company supports both energy security and renewable growth with complete turbine services, project development, equipment manufacturing, turnkey generation facilities, operations, and maintenance.

Our Footprint

We are primed for the energy transition with permanent service locations in Missouri, Texas, and Argentina. Our world-class Missouri headquarters is purpose-built to meet dispatchable power needs. It sits on 90 acres in Sedalia and features more than 600,000 sq. ft of service capacity under roof, which includes the only independent Level-IV aeroderivative depot and string-test facility in the world. Our Houston, Texas, office is a strategic satellite positioned near our own dispatchable power installations.

Our Philosophy

We take care of our people and strive to make a positive difference for the world. We offer competitive pay, excellent benefits that include Medical, Dental, Vision, and Life/Disability Insurance at minimal cost to the employee, 10 paid holidays, paid time off, and a 401K plan. If you are looking for a rewarding career and possess specialized knowledge and quality-oriented problem-solving skills, we encourage you to apply today.

Position Summary

Under direction of the VP Commercial Operations, provide management of TSCA and Transactional contract execution. He/she must coordinate the efforts of Field Services, Depot, Parts, and Technical Services teams through the development and execution of contract execution plans and customer outage planning that advances the company's mission and objectives as well as supports revenue and profitability targets.

Position Responsibilities

• Top 3 Essential KPIs: Customer Satisfaction, On-Time delivery, Project & Contract Profitability.
• Provide direct leadership to Aero Advantage customer service teams, including assisting, coaching and mentoring employees to achieve a high level of performance.
• Own all aspects of Aero Advantage projects, including planning, execution, customer satisfaction, project/contract financials, as well as technical support.
• Provides guidance, coaching and mentoring to the Customer Service Managers regarding all aspects of their work.
• Participate in turnover meetings with the sales & commercial teams, ensuring the Customer Service Managers develop a plan to successfully implement the scope of the project as committed to the customer.
• Provide overall ownership of accurately forecasting the TCSA portfolio of contracts, including outage plans, financial forecasting, and margin reviews.
• Drive a culture of continuous improvement by supporting the Sales and Commercial Teams in proposal development with a robust lesson learned process.
• Lead outage planning process with customers.
• Coordinate efforts to provide recommendations regarding technical solutions working with the engineering team to ensure that the recommendations are evaluated and documented.
• Act as the point of escalation for complex problems, both of a technical and non-technical nature, assisting in the assessment of root cause and the resolution of problems.
• Actively participate in internal Project Reviews. Reviews typically cover compliance with design requirements, schedules, and budgets with particular attention to the costing relating to PES performed work.
• Ensure PES EH&S program is adhered to across all jobs ensuring corrective actions for any deficiencies are taken immediately.
• Stay abreast of, and provide proactive solutions for potential problems, work interference, schedule difficulties, employee issues and/or client issues.
• Provide weekly inputs to S&OP for next 12 month planning horizon.

Required Qualifications

• Bachelor's degree in engineering or business administration or equivalent education and experience.
• LM2500 and LM6000 Technical Advisor experience or previous CSM experience.
• 5+ years experience in leading customer service management, commercial management, project management, and or field services.
• US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
• Successful candidate will need to satisfactorily complete pre-employment drug screen and background check

Desired Qualifications

• Experience in strategic planning and execution, contracting, negotiating, and change management.
• Ability to develop detailed financial plans and execute to a budget.
• Ability to lead cross-functional teams in problem solving, cost estimating/control, as well as schedule attainment.
• Strong verbal and written communication skills. Able to communicate effectively with all levels internal to the organization as well as externally to key customer contacts.
• Ability to motivate teams and simultaneously manage several projects.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.

It is PROENERGY's policy to provide equal opportunity in employment to all its employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, national origin, marital status, ancestry, medical condition, military status, or any other characteristic protected by State or Federal law.