Sr Service Manager 2 - Customer Service Management

Job Description Summary All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Impacts the team’s ability to achieve service, quality and timeliness of objectives. The role is subject to operating policy objectives. There is moderate autonomy within the role. High levels of operational judgment are required to achieve outcomes required. Job Description Position Overview 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. 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) member...