Customer Service Manager
About PROENERGY
PROENERGY is an engineering, R&D, and manufacturing powerhouse. The company addresses every need for fast-start power generation: turbine and package manufacturing, turnkey project execution, power purchase agreements, and asset lifecycle care for turbines and plants. Where others see impossible energy challenges, PROENERGY provides innovative aeroderivative solutions.
Our Footprint
PROENERGY delivers fast-start, dispatchable power solutions from worldwide centers for aeroderivative excellence. We are investing more than $1 billion through 2028 in infrastructure to serve our customers.
In Sedalia, Missouri, our 600,000 sq ft Center for Excellence in Manufacturing—a world-class investment in fast-start power and the only campus of its kind in the world—is growing by 40 percent.
In Houston, Texas, our 500,000 sq ft Center for Excellence in Lifecycle Care features a Level-IV depot and aero repair facility, which executes comprehensive services for aeroderivative engines under one roof.
In Kansas City, we have an office with an Engineering team that supports our sought-after solutions for turnkey projects and contracted power.
And our worldwide service centers ensure local service expertise near our customers. Our expanding service footprint includes Phoenix, Buenos Aires, New Brunswick, and additional locations in Europe, Australia, and Southeast Asia.
Position Summary
Under the direction of the Director of Customer Service, the Customer Service Manager is responsible for managing contractual lifecycle service agreements (TSCA) and transactional customers across Southeast Asia.
This role serves as the primary customer interface and coordinates the efforts of Field Services, Depot, Parts, and Technical Services teams to ensure successful execution of turbine service projects. The position is responsible for developing and executing service strategies that drive customer satisfaction, revenue growth, and operational excellence..
Reports To: Director Customer Service
Work Location: PROENERGY Service Center, 59/1 Moo 7, T. Klongsi, Pathum Thani, Thailand 12120.
Position Responsibilities
- Provide direct leadership to Lifecycle Care teams, including assisting, coaching and mentoring employees to achieve a high level of performance.
- Own all aspects of Lifecycle Care projects, including execution, customer satisfaction, productivity and technical support.
- Participate in turnover meetings with the sales team, developing a plan to successfully implement the scope of the project as committed to the customer.
- Review and implement all aspects of the project contract.
- Be the primary customer interface from turnover to end of warranty.
- Support Sales and Commercial Teams in proposal development.
- Act as the point of escalation for complex problems, both of a technical and non-technical nature, assisting in the assessment of root cause and the resolution of problems.
- Take the lead on productivity, monitoring work performance and efficiency of employees and subcontractors to ensure schedules are followed and projects are executed effectively and within budget.
- Manage the material flow and crew schedules across multiple projects to optimize efficiency and costs.
- Actively participate in internal Project Reviews. Reviews typically cover compliance with design requirements, schedules, and budgets with particular attention to the cost relating to PES performed work.
- Ensure PES EH&S program is adhered to across all jobs ensuring corrective actions for any deficiencies are taken immediately.
- Stay abreast of, and provide proactive solutions for potential problems, work interference, schedule difficulties, employee issues and/or client issues.
Required Qualifications
- Bachelor’s degree in engineering, Business Administration, or equivalent professional experience.
- Experience supporting LM6000, LM2500, or other aeroderivative gas turbine platforms.
- Able to communicate effectively at all levels within the organization and externally with key customer contacts. Demonstrates strong written and verbal communication skills in both English and Thai languages.
- Previous experience as a Customer Service Manager, Technical Advisor, Project Manager, or equivalent role within the power generation industry.
- Minimum 5+ years of experience managing turbine service, construction, or field service projects.
- Willingness to travel regionally within Southeast Asia and abroad to support customer sites and project execution.
- Proficient in PC operations and an advanced user of Microsoft Office applications, including Word, Excel, PowerPoint, and related programs.
- Candidates must be based in (Bangkok), Thailand, and possess valid authorization to work in the country. Relocation or visa sponsorship is not available for this role.
- Successful candidate will need to satisfactorily complete pre-employment drug screen and background check.
Desired Qualifications
- Experience in strategic planning and execution, contracting, negotiating, and change management.
- Ability to develop detailed financial plans and execute to a budget.
- Ability to lead cross-functional teams in problem solving, cost estimating/control, as well as schedule attainment.
- Ability to motivate teams and simultaneously manage several projects.
- Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
It is PROENERGY’s policy to provide equal opportunity in employment to all its employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, national origin, marital status, ancestry, medical condition, military status, or any other characteristic protected by State or Federal law.