Customer Service Leader

Remote from: USA
Salary, yearly, USD: 119,600 - 199,400
Department: Customer Success
Employment type: Full Time,
Job posted: 24 May 2026
Apply before: 24 Jun 2026
Experience level: Senior
Views / Applies: 28 / 8

GE Vernova is purpose-built to electrify and decarbonize the world, uniquely positioned with a scope and scale of solutions to accelerate the energy transition.

Oil & Energy
2024

Actively Hiring

AI Summary

The Customer Service Leader serves as the primary liaison for TVA's Aero fleet, building trusted relationships and delivering wing-to-wing support for GE Vernova's Gas Power LM products. This role involves owning the Contract Service Agreement portfolio, managing commercial performance, and leading customer communications. Responsibilities include overseeing warranty administration, outage planning, parts planning, and cross-functional issue resolution. The position requires a Bachelor's degree or equivalent experience, 8-10 years of LM Aeroderivative technical experience, and willingness to travel 40%. The role is based in Tennessee with relocation support.

Job Complexity

Easy Hard

AI Insight This role requires a high level of technical expertise, strategic account management, and leadership across multiple complex areas such as warranty, outages, and contract management, making it challenging but not the hardest level.

Salary Analysis

AI Insight The offered salary range of $119,600 to $199,400 is competitive for this senior customer service leadership role in the power generation industry. The median of $159,500 aligns well with market rates for similar positions, which typically range from $100,000 to $180,000 annually.

Key Skills

Customer Relationship Management Contract Management Warranty Administration Outage Planning Cross-functional Leadership Technical Issue Resolution Commercial Strategy Power Generation Aeroderivative Gas Turbines Stakeholder Engagement

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my strong interest in the Customer Service Leader position at GE Vernova. With over 10 years of experience in LM Aeroderivative technical roles within the power generation industry, I have developed deep expertise in contract performance management, outage planning, and warranty execution. My ability to build trusted relationships with customers and drive commercial growth aligns perfectly with the requirements of this role.

In my previous position, I successfully managed a portfolio of service agreements, leading cross-functional teams to deliver safe, on-time outages and resolve technical issues. I am skilled in stakeholder engagement and communication strategy, ensuring alignment between customer needs and business objectives. I am confident that my technical background and leadership experience will enable me to excel as the primary customer-facing leader for TVA's Aero fleet.

I am eager to bring my expertise to GE Vernova and contribute to the success of your Gas Power business. Thank you for considering my application.

Sincerely, [Your Name]

Possible Interview Questions

Describe a time when you managed a complex customer relationship and how you ensured alignment with business objectives.

In my previous role, I was responsible for a key account with multiple stakeholders. I established regular communication cadences, including weekly status calls and monthly business reviews, to ensure transparency. When a major outage was delayed due to parts availability, I proactively communicated the issue, negotiated a revised schedule, and secured additional resources to minimize impact. This approach maintained trust and resulted in a 95% customer satisfaction score.

How do you approach contract service agreement (CSA) management to drive revenue and margin growth?

I start by thoroughly understanding the contract terms, including risk and opportunity provisions like LD/bonus structures. I then identify upsell opportunities for additional services such as parts or field service. For example, during a routine maintenance visit, I identified a need for a lease engine and converted it into a sale, increasing margin by 10%. I also track performance metrics to ensure we meet contractual obligations while optimizing costs.

Explain your experience with outage planning and execution, particularly for LM aeroderivative units.

I have led over 20 outages for LM units, from planning to post-outage reviews. I ensure safety by adhering to GE's Life Saving Rules and conduct pre-outage meetings to align teams. During an emergency outage, I coordinated with field service and engineering to restore operations within 48 hours, minimizing downtime. I also manage parts planning to avoid delays, using RFQs and supplier coordination.

How do you handle warranty claims and customer concessions while balancing business interests?

I evaluate each claim based on technical evidence and contract terms. For a recent warranty claim, our analysis showed the issue was due to customer operation outside specifications, so I explained the findings and offered a discounted repair instead of a full warranty replacement. This preserved the relationship and protected margins. I document all decisions to ensure compliance.

Describe a situation where you had to lead a cross-functional team to resolve a technical issue for a customer.

A customer experienced recurring vibrations in an LM unit. I assembled a team from engineering, field service, and product support. We used data analytics to trace the issue to a combustion instability. I facilitated daily stand-ups and ensured clear communication with the customer. The team implemented a software fix, reducing vibrations by 80%, and the customer appreciated the swift response.

Job Description Summary

The Customer Service Leader will serve as the liaison between internal/external organizations and for assigned customers, own the customer relationship and contribute to the overall business strategy.

Job Description

Essential Responsibilities:

Serve as the primary customer-facing leader for TVA’s Aero fleet, building trusted relationships and delivering wing-to-wing support across a large installed base of LM products within GE Vernova Gas Power.
Lead stakeholder engagement and define the overall customer communications strategy across multiple sites supporting a significant portfolio of New Gas Power LM units.
Own the Contract Service Agreement portfolio, account strategy, and commercial performance, with strong accountability for revenue, margin, and cash growth.
Provide ongoing technical and business leadership for assigned accounts, including post-commissioning support, I&C handoff to operations, and new unit warranty claim management.
Develop and own customer communication plans and lead recurring GE/customer reviews to align on current performance and identify value-adding products and service solutions.
Oversee new unit and services warranty administration, including commercial considerations and customer concessions, while balancing customer outcomes with GE Vernova business objectives.
Define outage scope and lead clear handoff requirements to the One Field Service team to support seamless planning and execution.
Lead outage and non-outage parts planning, including RFQs, customer quotations, order placement, and order management.
Drive safe outage planning and execution in full alignment with GE Vernova’s Life Saving Rules and safety expectations.
Provide leadership and direction for emergent and forced outage response to restore operations quickly and effectively.
Own wing-to-wing outage execution by leading pre-outage, outage milestone, and post-outage reviews to deliver safe, high-quality, on-time outcomes.
Manage customer invoicing and credit memo processing with accuracy, timeliness, and strong commercial discipline.
Lead cross-functional technical issue resolution, partnering with Product Service Engineering to troubleshoot and resolve emergent issues as needed.
Own CSA contract execution and fulfillment of contractual obligations while managing multiple concurrent deliverables across parts, field service, maintenance, overhauls, and repairs.
Champion a disciplined cost management culture, proactively identifying and communicating risks and opportunities across warranty, parts, repairs, planning, and outage execution.
Apply strong command of contract terms and conditions, including risk and opportunity provisions such as LD/bonus structures, while identifying and converting extra work opportunities.
Drive growth across flow service offerings—including parts, OFS, and lease engines—from opportunity identification and proposal development through order entry, demand placement, and sales conversion.

Qualifications/Requirements:

Bachelor’s degree from an accredited college or university required; or a high school diploma/GED with an additional 8+ years of power generation industry experience; or an associate degree with 5 years of power generation industry experience.
Minimum 8–10 years of LM Aeroderivative technical experience within the power generation industry, including demonstrated expertise in contract performance management, outages, and warranty execution.

Eligibility Requirements:

Willingness and ability to travel approximately 40% as business needs require.
This role primarily supports a fleet based throughout Tennessee.
Must reside in Tennessee (United States) and relocation package is included.
Visa sponsorship and immigration support are not available for this role.

Desired Characteristics:

Strong situational awareness with the ability to anticipate challenges, identify risks early, and proactively navigate complex customer and business environments.
Proven technical experience planning and executing outages within the ITR organization, with a strong focus on operational rigor and execution excellence.
Strong project management and quality leadership background, with Black Belt certification preferred.
Demonstrated leadership capability supported by strong P&L, financial, and commercial acumen.
Demonstrated ability to develop and execute communication strategies that influence executive-level decision-making and outcomes.
Leads with a disciplined, analytical, and measured approach to solving problems and developing focused, practical solutions.
Strong interpersonal and written/verbal communication skills, including the ability to deliver clear, compelling executive presentations.

GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. GE Vernova is an Equal Opportunity Employer . 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.

GE Vernova will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

Relocation Assistance Provided: Yes

#LI-Remote – This is a remote position

For candidates applying to a U.S. based position, the pay range for this position is between $119,600.00 and $199,400.00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set.

Bonus eligibility: discretionary annual bonus.

This posting is expected to remain open for at least seven days after it was posted on May 22, 2026.

Available benefits include medical, dental, vision, and prescription drug coverage; access to Health Coach from GE Vernova, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off.

GE Vernova Inc. or its affiliates (collectively or individually, “GE Vernova”) sponsor certain employee benefit plans or programs GE Vernova reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a GE Vernova welfare benefit plan or program. This document does not create a contract of employment with any individual.

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