Customer Service Manager

Customer Service Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Manager based in the United States.

The Customer Service Manager serves as the primary customer partner throughout the complete outage lifecycle, from initial scope development through execution and closeout. This role combines strong technical expertise with relationship management, commercial awareness, and operational leadership. You'll translate customer needs into detailed scopes, schedules, resource plans, and cost estimates while maintaining a strong focus on safety and quality. The position works closely with cross-functional teams to ensure outages are planned effectively and executed against SQDC expectations. You'll engage directly with customers on technical and commercial matters, building credibility and long-term relationships. The role offers a remote working environment with opportunities to influence field-service performance, customer retention, and project outcomes. Strong performers become trusted technical advisors and key contributors to successful customer and business relationships.

Accountabilities

• Serve as the primary point of contact for assigned customers, establishing trusted relationships through consistent, technically credible communication throughout the outage lifecycle.
• Participate in Inquiry to Order processes, engaging customers in substantive technical discussions and identifying needs that can be addressed through tailored service solutions.
• Develop customer-specific scopes of work based on equipment type, outage requirements, and service needs.
• Build detailed, man-loaded project schedules that clearly define activities, resources, timing, and execution requirements.
• Prepare accurate job cost estimates based on scope, scheduling, resource requirements, and expected project conditions.
• Lead end-to-end outage planning, including contingency planning for scope changes, unexpected field conditions, and potential execution challenges.
• Collaborate with local customer teams and cross-functional stakeholders to support seamless project planning and execution.
• Assess and manage EHS and quality risks associated with individual scopes of work and field-service activities.
• Participate in daily management meetings, team forums, and continuous-improvement initiatives, sharing lessons learned and effective practices.
• Support strong team collaboration by contributing technical knowledge, sharing expertise, accepting feedback, and helping improve processes and outcomes.

Requirements

• Strong foundational technical knowledge of steam power equipment, systems, and outage work scopes is essential for success in this role.
• Previous experience as a Mechanical Technical Field Advisor (TFA) or Outage Manager is strongly preferred.
• Demonstrated experience developing detailed scopes of work, man-loaded schedules, and job cost estimates.
• Working knowledge of steam power equipment, systems, maintenance activities, and outage execution requirements.
• Familiarity with the tools, applications, and processes used to quote, plan, execute, and close out field-service projects.
• Strong understanding of Environmental, Health & Safety (EHS) standards and quality requirements within field-service environments.
• Experience in Fossil, Industrial, or Nuclear Steam Power environments is preferred.
• Familiarity with end-to-end outage planning and execution processes is advantageous.
• Understanding of SQDC principles and a strong commitment to safety, quality, delivery, and cost performance.
• Excellent customer-facing communication, relationship-building, problem-solving, and technical presentation skills.
• Ability to collaborate effectively across technical, commercial, field-service, and customer-facing teams.
• Strong organizational skills and the ability to manage multiple priorities while maintaining accuracy and execution discipline.
• Must be legally authorized to work in the United States.

Benefits

• Base salary range of $119,600$199,400, with geographic differentials of 110%, 120%, or 130% in certain areas.
• Eligibility for a discretionary annual bonus.
• Medical, dental, vision, and prescription drug coverage.
• Access to a 24/7 nurse-based health coaching resource.
• Employee Assistance Program with confidential 24/7 assessment, counseling, and referral services.
• 401(k) retirement savings plan with company matching and retirement contributions.
• Access to financial planning resources and retirement support.
• Tuition assistance and adoption assistance.
• Paid parental leave, disability benefits, and life insurance.
• 12 paid holidays and permissive paid time off.
• Remote work arrangement.
• Professional development opportunities and challenging career opportunities.
• No relocation assistance provided.