Job Description

Roles and Responsibilities

• Responsible for the profitability and customer satisfaction for assigned contracts Provide both service agreement, and time and material program management Assist in sales campaigns for new contracts and proposals Assure timely resolution of customer issues and customer satisfaction for assigned contracts Interact with members of the customer service, parts & transactional services, field service, repair service and/or other teams Function as liaison between internal organizations and customers for assigned contracts
• Developing specialized knowledge in their discipline. Serves as best practice/quality resource. Has awareness of latest technical developments in own area. Contributes towards strategy and policy development, and ensure delivery within area of responsibility.
• Has in-depth knowledge of best practices and how own area integrates with others; has working knowledge of competition and the factors that differentiate them in the market
• Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management, manufacturing, technology or engineering. Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions.
• Acts as a resource for colleagues with less experience. May lead small projects with moderate risks and resource requirements. Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field.

Required Qualifications

• For roles outside of the USA- This role requires significant experience in the Services & Customer Contract Management. Knowledge level is comparable to a Masters degree from an accredited university or college ( or a high school diploma with relevant experience).
• For roles in USA - Masters degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).

Desired Characteristics

• Strong oral and written communication skills. Strong interpersonal and leadership skills. Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs / projects. Ability to document, plan, market, and execute programs. Established project management skills. 

  Note:

  To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

Additional Information

Compensation Grade

SPB3