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Customer Service Manager - Commercial Power Generation

Customer Service Manager - Commercial Power Generation

ID 
2018-1604
Job Locations 
US-CT-Danbury

More information about this job

About Our Company

FuelCell Energy is transforming the world’s energy landscape by delivering clean and efficient solutions for the supply, recovery and storage of energy.  We thrive on innovation as our fuel cell power plants provide answers to some of the industry’s biggest challenges, such as generating a virtually pollutant-free and affordable supply of electric power within cities, reducing carbon emissions from coal and gas-fired power stations, and producing hydrogen for transportation, industry and utility-scale energy storage.  Our unique mission requires a diverse, energetic and creative workforce, and our shared passion for a cleaner energy future is the foundation of our Company’s culture. We take pride in what we have accomplished and are dedicated to providing innovative solutions that address energy, environmental and economic challenges for power users and communities world-wide.

 

With SureSource™ installations on three continents and millions of megawatt hours of ultra-clean power produced, FuelCell Energy is a global leader with environmentally responsible power solutions. 

 

Join our team and contribute to a brighter, cleaner energy future.

 

We are seeking a technically-oriented, customer-centric, Customer Service Manager who will be responsible for managing the customer experience from the completion of fuel cell commissioning through the end of the service agreement. 

 

Responsibilities

 

As a member of the Customer Service team, you will be responsible for all commercial matters and technical support for our Energy customers throughout multi-year service agreements. 

  • These responsibilities include: Serves as the primary point of contact for customer communications;
  • Ensures all service agreement and/or power purchase agreement contractual obligations are met by both FCE and customers;
  • Reviews contracts and develops strategies to protect FCE interests within the confines of a contract;
  • Reviews service agreements and/or power purchase agreements to identify key contract requirements and summarizes these requirements into a tool for easy reference by the team;
  • Prepares and reviews performance reports with customers to ensure continued alignment with customer objectives;
  • Coordinates planned and unplanned maintenance activities with Field Service and customers;
  • Negotiates successful service agreement extensions or exits;
  • Collaborates throughout the FCE organization to successfully resolve customer technical and commercial challenges to achieve win-win results;
  • Organizes and leads customer handover from Project Management to Customer Service with each new customer;
  • Demonstrates technical aptitude and the ability to explain a highly complex product to both technical and non-technical stakeholders;
  • Performs other tasks and projects as assigned.

 

Qualifications

 

EducationBachelor’s degree in Engineering, Science or Business preferred. An Associate’s degree in Engineering, Engineering Technology, Science or Business with 10 years of related experience may be substituted.  

 

Experience:  A minimum of 5 years’ experience in a customer service, account management, project management and/or services role in a B2B commercial  energy and/or industrial technology market.

 

Required Knowledge, Skills & Abilities

  • Proficient in Microsoft Outlook, PowerPoint, Word and Excel.
  • Experience with Microsoft AX ERP system a “plus”.
  • Outstanding verbal (telephone, meetings, presentations, etc.) and written (email, presentations, proposals, contracts, etc.) communication skills
  • Demonstrable customer focused - positive customer centric attitude
  • Ability to synthesize complex information into customer centric communications
  • Solutions oriented - strategic and able to think critically to resolve customer issues
  • Strong negotiation skills and a thorough understanding of basic service contract terms and conditions
  • Able to influence others who are not direct reports
  • Well-organized and follows through on commitments
  • Able to adapt to shifting priorities
  • Comfortable working independently, in a fast paced environment
  • Aptitude and ability to master the technology and applications
  • Travel 25%

Work Environment / Physical Requirements

  • Travel to customer sites within the USA will be required
  • Office and field environment
  • Position requires employee to drive an automobile and may require travel by plane
  • Also requires walking, standing and potentially climbing at customer sites

 

Equal Opportunity Employer - Vet/Disability

 

We offer a competitive compensation package as well as comprehensive benefits including medical, dental, vision, company-paid life/disability insurance, 401(k) plan, employee stock purchase plan and generous paid leave.

 

Employment with FCE is subject to pre-employment drug-screen and background investigation.

 

No agency submissions please. Resumes submitted to any FuelCell Energy employee without a current, signed and valid contract in place with the FuelCell Energy Recruiting team for this position will become the property of FuelCell Energy and no agency fees will be paid.

 

FuelCell Energy, Inc. is committed to ensuring that its application process provides an equal employment opportunity to all U.S. job seekers, including individuals with disabilities.

 

If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please send an email with your resume to jobs@fce.com or contact us by calling 203-205-2070. Please indicate the specifics of the assistance needed.

 

NOTE:   This dedicated phone line and email address are designed exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be acknowledged.  A response to your request may take up to two business days.