At arenaflex, we are committed to delivering exceptional customer experiences and driving business growth through our unwavering dedication to safety, quality, and innovation. As a leading provider of nuclear power generation solutions, we are seeking an experienced Customer Service Manager (CSM) to join our team in the Northeast Nuclear region. This critical role will require a seasoned professional with a strong background in customer-facing roles, technical expertise, and leadership experience to drive business success and customer satisfaction.
**About arenaflex**
arenaflex is a global leader in the nuclear power generation industry, providing innovative solutions to meet the evolving needs of our customers. We are committed to delivering exceptional customer experiences, driving business growth, and promoting a culture of safety, quality, and innovation. Our team is passionate about making a positive impact on the world, and we are seeking like-minded individuals to join our journey.
**Job Summary**
As a Customer Service Manager (CSM) in the Northeast Nuclear 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. This demanding role will require you to function effectively in a broad and matrixed environment, working closely with internal and external stakeholders to achieve identified deliverables.
**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.
* 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.
* Be responsible for your customer portfolio financial deliverables - P&L (Profit & Loss) and growth.
* Establish and maintain multiple customer contacts to provide on-going emergent and strategic support – both technical and commercial - to your portfolio of customers.
* 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.
* 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.
* Be responsible for driving excellence across: EHS (Environmental Health & Safety), Quality, Schedule, Productivity, and Cost at your customer sites
* Exemplify creative problem-solving to result in mutual customer and company benefit.
* Be an effective People-Leader for matrixed reports; provide mentoring and contribute to pipeline development.
**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 interpersonal skills.
* Ability to work effectively in a matrixed environment.
* Strong problem-solving and analytical skills.
* Ability to prioritize tasks and manage multiple projects simultaneously.
* Strong leadership and influencing skills.
* Ability to build and maintain relationships with internal and external stakeholders.
* Strong financial and commercial acumen.
* Ability to negotiate contracts and concessions.
**Career Growth Opportunities and Learning Benefits**
* arenaflex offers a comprehensive training program to support your professional development and growth.
* Opportunities for career advancement and professional growth within the company.
* Collaborative and dynamic work environment that encourages innovation and creativity.
* Access to cutting-edge technology and tools to support your work.
* Opportunities for professional networking and development.
**Work Environment and Company Culture**
* arenaflex is committed to creating a diverse and inclusive work environment that values and respects all employees.
* Our company culture is built on a foundation of safety, quality, and innovation.
* We offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan.
* arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates.
**Compensation, Perks, and Benefits**
* Salary range: $155,000 to $175,000 per year.
* Performance bonus: 15% of annual salary.
* Geographic differential: 110%, 120%, or 130% of salary in certain areas.
* Comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan.
* Relocation assistance provided.
* Flexible work arrangements, including remote work options.
**How to Apply**
If you are a motivated and experienced professional looking for a challenging and rewarding career opportunity, please submit your application, including your resume and a cover letter, to [careers.arenaflex.com](http://careers.arenaflex.com). We look forward to hearing from you!
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