Sr Services Manager - Customer Service Management

Job Description Summary The Customer Service Manager (CSM) serves as the primary point of contact for customers throughout the full outage lifecycle — from initial scope development through execution and closeout. This role demands a rare combination of deep technical expertise and exceptional interpersonal skills. The CSM is accountable for building lasting customer relationships, driving commercial outcomes, and ensuring every project is planned and executed with safety, quality, delivery, and cost (SQDC) excellence. Job Description Key Responsibilities Serve as the single point of contact for assigned customers, building trust and long-term reliance through consistent, credible communication Engage in substantive technical discussions with customers during ITO (Inquiry to Order) processes, establishing credibility from the first interaction Proactively identify customer needs and develop solutions aligned with business priorities Develop detailed, customer-specific scopes of work tailored to equipment type and service requirements Build comprehensive, man-loaded project schedules based on clearly defined scopes Develop accurate job cost estimates grounded in detailed scheduling and resource planning Lead end-to-end outage planning, including contingency development for scope variations and field surprises Collaborate closely with Local Customer Team (LCT) members across functions to ensure seamless project execution Apply a deep understanding of EHS and quality risks inherent to each scope of work Actively participate in Daily Management meetings and team forums to share best practices and drive process improvements Contribute to a strong team culture through peer collaboration, knowledge sharing, and openness to feedback Required Qualifications ⚠️ Foundational technical knowledge is a non-negotiable prerequisite for this role. Candidates without this foundation will be unable to independently perform the core duties of the CSM position. Bachelor’s Degree from an...