About the role
Job Description Summary
As a Services Account Manager, you will manage assigned customer service requests and issues from initial quotation through to delivery and issue resolution. Your role ensures a seamless, high-quality customer experience across the full service lifecycle for the requests and accounts assigned to you. Your responsibilities include:
Job Description
Roles and Responsibilities
* Managing assigned customer service requests end-to-end — from initial inquiry and quotation through order fulfillment, delivery, and issue closure. * Preparing and issuing accurate, timely quotations in response to assigned service requests, ensuring alignment with technical and commercial requirements. * Managing the Inquiry to Order (ITO) process for assigned requests, including coordinating commercial and contractual details with internal stakeholders (engineering, operations, logistics, finance). * Tracking assigned service requests and orders to ensure timely delivery, proactively communicating status updates to customers and internal stakeholders. * Coordinating with internal teams (engineering, field service, supply chain) to resolve assigned customer issues, escalations, and technical queries efficiently. * Ensuring service excellence by monitoring resolution times, quality, and customer satisfaction for assigned requests. * Communicating clearly with customers throughout the lifecycle of assigned requests, setting expectations and managing follow-ups. * Identifying recurring issues or service gaps within assigned accounts and escalating/collaborating with relevant teams (Marketing, Product Line, Engineering) to drive improvement. * Applying Six Sigma analytical tools, including Root Cause Analysis (RCA), to support resolution of reliability issues and drive continuous improvement in service delivery. * Maintaining accurate records of service requests, interactions, and resolutions within CRM/ERP systems. * Supporting strong working relationships with customers on assigned requests to promote satisfaction and repeat engagement. * Regularly reporting to the APAC Services Operations Manager on assigned request status, open issues, and service delivery performance. * Staying informed on customer needs, product/service requirements, and regional market conditions relevant to assigned accounts. * Collaborating with the Services Product Line team to relay customer feedback and support development of new/improved service offerings. * If you are a detail-oriented, technically proficient professional passionate about delivering exceptional customer service in the Power Conversion sector across India/APAC, we encourage you to apply for this opportunity with GE Power Conversion.
Qualifications/Requirements
* Bachelor's Degree from an accredited college/university in Electrical Engineering or allied Engineering discipline. (Master's degree a plus.) * 5–10 years of relevant experience in customer service, account management, technical support, or service operations. * Offshore industry experience and process knowledge in one or more of: Metal, Marine, Oil & Gas, Test Bench, Material Handling, or Power Plant sectors. * Knowledge of Power Electronics, High Voltage Equipment, and PLC systems. * Experience with quotation preparation and ITO (Inquiry to Order) processes. * Willingness to travel across India/APAC region as required.
Desired Characteristics
* Prior experience with MV/LV drives, industrial automation systems, and large motors and generators. * Proficient in both oral and written communication in English (additional regional languages a plus). * Strong organizational and follow-through skills, with the ability to manage multiple concurrent service requests. * Customer-centric mindset with a focus on responsiveness and issue resolution. * Ability to work cross-functionally with engineering, field service, and supply chain teams. * Proactive problem-solver, comfortable working in high-pressure, matrix-based environments. * Experience with CRM/ERP systems for tracking service requests and orders. * Demonstrated technical proficiency coupled with strong customer service orientation
Additional Information
Relocation Assistance Provided: Yes