Senior Customer Service Leader

SummaryAll activities providing the necessary support on pre- and post-contractual administration & management, Terms & Conditions of the contract and the Management of claims. Also involves definition, management, and execution of contract estimating processes and activities to support tenders and project reviews. Impacts approaches, projects and programs in the functional area or affected business organization and ways of working. Impacts quality, efficiency and effectiveness of own team. Has significant input into priorities. Guided by professional practices and policies that are shaped by the role. The role has moderate autonomy, requiring high levels of operational judgment.

Job Description

Roles and Responsibilities

Prioritize Safety, Quality, Delivery and Cost for Aero Services Business in Algeria.

Drive Revenues, Margin, Billing and Cash Collection for Aero Services Operations in Algeria.

Work closely with GEAT in ramping up Aero Services L1/L2 capability and provide technical support in coordination with engineering and OFS.

Responsible for the profitability and customer satisfaction for assigned contracts · Provide both service agreement, and time and material program management · Assist in sales campaigns for new contracts and proposals · Assure timely resolution of customer issues and customer satisfaction for assigned contracts · Interact with members of the customer service, parts & transactional services, field service, repair service and/or other teams · Function as liaison between internal organizations and customers for assigned contracts ·

Developing specialized knowledge in their discipline. Serves as best practice/quality resource. Has awareness of latest technical developments in own area. Contributes towards strategy and policy development, and ensure delivery within area of responsibility.

Has in-depth knowledge of best practices and how own area integrates with others; has working knowledge of competition and the factors that differentiate them in the market

Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management, manufacturing, technology or engineering. Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions.

Acts as a resource for colleagues with less experience. May lead small projects with moderate risks and resource requirements. Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field.

Required Qualifications

Bachelor's degree from an accredited university or college

Minimum 10 years of experience in Operations / Commercial, including a minimum of 5 years in the power generation industry.

Fluent in French

Willingness and ability to travel.

Desired Characteristics

Ability to develop influential customer relationships.

Ability to interface and influence all levels of an organization as well as other functions to define and lead change.

Strong operating background

Strong customer service mindset

Understanding of multi-year agreements and its economics would be advantageous

Strong oral and written communication skills

Strong interpersonal and leadership skills

Additional Information

Relocation Assistance Provided: No

R5009719