At arenaflex, we are committed to delivering exceptional customer experiences that drive business growth and sustainability. As a leading provider of innovative solutions in the nuclear power generation industry, we are seeking an experienced and results-driven Customer Service Manager to join our team in the Northeast region. This is an exciting opportunity to lead a high-performing team, drive cultural transformation, and contribute to the success of our customers and arenaflex.
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that has been at the forefront of the nuclear power generation industry for decades. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a trusted partner for our customers. We are proud of our diverse and inclusive culture, which values the contributions of every team member and fosters a collaborative and supportive work environment.
**Job Summary**
As a Customer Service Manager in the Nuclear Northeast/Atlantic Region, you will be responsible for delivering safe, quality, on-time, and profitable core outage services and upgrades on GE's nuclear installed base of steam turbines, generators, and balance-of-plant components, as well as on Other OEM equipment. You will be the single point of contact for our customers, providing technical and commercial support, and driving excellence across EHS, Quality, Schedule, Productivity, and Cost at customer sites.
**Key Responsibilities**
* Establish yourself as a single point of contact by demonstrating personal ownership and accountability, leadership experience, technical aptitude, professional communications, financial acumen, and situational ownership.
* Lead a high-performing team of customer-facing professionals, providing mentoring and contributing to pipeline development.
* Develop and maintain multiple customer contacts to provide on-going emergent and strategic support – both technical and commercial – to your portfolio of customers.
* Be responsible for your customer portfolio financial deliverables – P&L (Profit & Loss) and growth.
* Establish and maintain clear work scope, pricing, division of responsibilities, and drive identification and profitable capture of emergent work.
* Oversee both planned and emergent outages, Scope Change Authorizations (SCA), and Job Cost Estimator (JCE) proposals for assigned customers.
* Negotiate applicable contracts and concessions as they arise, balancing maximum benefits/satisfaction for the customer with minimal acceptable financial impact to arenaflex.
* Interface with and coordinate the efforts of various internal stakeholders such as engineering, finance, sales, sourcing, affiliates, risk, parts, and repairs to achieve identified deliverables.
* Drive cultural transformation resulting in step-change in operational business metrics.
* Be an uncompromising advocate for the importance of thinking and working with Safety and Quality.
* Meaningfully engage and incorporate Lean principles to continuously improve safety, quality, productivity, and profitability.
**Essential Qualifications**
* Bachelor's Degree from an accredited University or College OR a High School Diploma / GED with a minimum of 6 years of experience in a customer-facing role OR an associate's degree and a minimum of 4 years of experience in a customer-facing role.
* At least 3 additional years of experience in a customer-facing role in the power generation industry.
* Strong field engineering, technical direction, and/or outage management knowledge on steam turbines and generators.
* Experience with field services, manufacturing and/or repairs, and parts.
* Experience with GE, Alstom, and other manufacturers of steam turbines, generators, and balance of plant.
* Proven ability to manage commercial business needs in coordination with technical requirements.
* Effective leadership skills, including strong influencing ability and direct report management.
**Preferred Qualifications**
* Bachelor's Degree in STEM (Science, Technology, Engineering, Math) preferred.
* Field Engineer or comparable experience in turbine and generator maintenance and/or installation.
* Knowledge & experience within the nuclear power environment / nuclear plant operations.
* Knowledge of steam turbine and generator design, operations, and maintenance.
* Experience planning and successfully executing outages.
* Strong background with Contracts and Service Agreements.
* Strong quality background with Lean and/or Black Belt certification.
* Strong leadership, financial, and commercial skills including familiarity with / ability to quickly learn P6, RPDM, MSOffice, Excel, and other software packages.
**Skills and Competencies**
* Strong communication and organizational skills.
* Ability to work effectively in a matrixed environment.
* Demonstrated strong leadership and influencing skills.
* Ability to think critically and creatively to solve complex problems.
* Strong financial and commercial acumen.
* Ability to work effectively with diverse stakeholders, including customers, internal teams, and external partners.
**Career Growth Opportunities and Learning Benefits**
* arenaflex offers a comprehensive training program to support your professional development and growth.
* Opportunities for career advancement and leadership development.
* Collaborative and supportive work environment that fosters innovation and creativity.
* Access to cutting-edge technology and tools to support your work.
**Work Environment and Company Culture**
* arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion.
* Collaborative and supportive work environment that fosters innovation and creativity.
* Opportunities for professional development and growth.
* Comprehensive benefits package, including health insurance, retirement plan, and paid time off.
**Compensation, Perks, and Benefits**
* Salary range: $155,000 to $175,000 USD Annual.
* Eligible for a 15% performance bonus.
* Geographic differential of 110%, 120%, or 130% of salary in certain areas.
* Comprehensive benefits package, including health insurance, retirement plan, and paid time off.
* Relocation assistance provided.
**How to Apply**
If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [
[email protected]](mailto:
[email protected]). We thank all applicants for their interest; however, only those selected for an interview will be contacted.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer committed to diversity, equity, and inclusion. We welcome applications from diverse candidates and are proud to be an inclusive and supportive work environment.
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