Job Description Summary

The Service Director will demonstrate accountability for Customer, Functional, Business, and Company objectives. In this role you will integrate and drive processes that meet business and customer needs across the organization, manage complex issues, be involved in short and long-term planning and execution, and contribute to the overall business strategy.

Job Description

Roles and Responsibilities

• Be responsible for providing oversight for all contractual and transactional customers in your portfolio

• Own profit and loss responsibility (i.e. orders, sales, margin, cash) for Gas Power - Power Services business including parts, repairs, field services and performance services for the customers in your portfolio

• Drive operational excellence and rigor on SQDC (Safety, Quality, Delivery, Cost) and leverage key productivity tools in lean and quality to deliver process excellence

• Track performance in key areas, such as, EHS, quality, customer satisfaction, cost out and productivity, outage planning, capabilities and talent development, etc.

• Drive improvement through identification and implementation of corrective and preventative actions

• Set the tone for EHS, with a SAFETY first, always mindset

• Establish and drive effective targets for Injury & Illness (I&I), near misses, observations, etc.

• Team with Sales to develop the long-term growth strategy for your customers, both transactional and contractual and drive Inquiry to Order (ITO) deal development, long term strategic partnerships, and deal closure

• Assist with short and long term business planning (OP Plan, SII, etc.)

• Work with headquarter teams to explore growth opportunities both providing input on what the region’s needs are, as well as executing offerings

• Manage customer relationships at multiple levels of their organization, providing regional leadership presence

• Work closely with Services leadership to investigate, analyze and resolve customer issues in a timely manner

• Develop the next level of Services leadership & Talents

• Be responsible for hiring, training and development, mentoring, salary planning, performance and career assessment, and disciplinary actions as required, for assigned direct reports

• Align Contract Performance Manager’s and Service Manager’s by customer to fulfill on Gas Power Services product line offerings and customer satisfaction most effectively

• Work with Power Services team to understand both short and long term outages forecast, resource needs, and assist with plan for adequate resourcing

• Own margin review input / output, integrated outage forecasting jointly with Risk, Sales, Commercial Operations teams, etc. as appropriate

• Review / validate Outage Tracker, OnTrack compliance, and Event Vision inputs

• Be responsible for backlog, forecasting, pipeline, and weekly financial tracker updates for Power Services financials

• Understand trends and drivers, and effectively communicate risks, opportunities, changes, and key gap closure activities

• Own and drive a cash target (e.g. Past Dues, Payment on Time) and resolve key any collection issues

Required Qualifications

• Bachelor's degree from an accredited university

• Minimum of 10 years of knowledge and experience within power plant services, customer facing & customer contract management

• Mastery in both oral and written communication skills with the ability to communicate effectively at all levels of the customer’s and GE’s organization (in both Arabic and English languages)

Desired Characteristics

• Master's degree is a plus

• Minimum of 3 years of management experience with direct reports is preferred.

• Gas Power Services experience

• Profit & Loss (P&L) leadership experience

• Mastered knowledge of Contractual Service Agreements (CSA) and Transactional Agreements (TX) & processes

• Ability to communicate effectively at all levels of the customer’s and GE’s organizations

• Experience in developing and maintaining customer relationships and working with customer leadership teams

• Strong leadership, interpersonal, influence, financial and commercial skills

Additional Information