Service Account Manager

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