Sr Services Manager - Customer Service Management

Job Description SummaryThe Customer Service Manager (CSM) serves as the primary point of contact for customers throughout the full outage lifecycle - from initial scope development through execution and closeout. This role demands a rare combination of deep technical expertise and exceptional interpersonal skills. The CSM is accountable for building lasting customer relationships, driving commercial outcomes, and ensuring every project is planned and executed with safety, quality, delivery, and cost (SQDC) excellence.Job DescriptionKey ResponsibilitiesServe as the single point of contact for assigned customers, building trust and long-term reliance through consistent, credible communicationEngage in substantive technical discussions with customers during ITO (Inquiry to Order) processes, establishing credibility from the first interactionProactively identify customer needs and develop solutions aligned with business prioritiesDevelop detailed, customer-specific scopes of work tailored to equipment type and service requirementsBuild comprehensive, man-loaded project schedules based on clearly defined scopesDevelop accurate job cost estimates grounded in detailed scheduling and resource planningLead end-to-end outage planning, including contingency development for scope variations and field surprisesCollaborate closely with Local Customer Team (LCT) members across functions to ensure seamless project executionApply a deep understanding of EHS and quality risks inherent to each scope of workActively participate in Daily Management meetings and team forums to share best practices and drive process improvementsContribute to a strong team culture through peer collaboration, knowledge sharing, and openness to feedbackRequired Qualifications⚠ Foundational technical knowledge is a non-negotiable prerequisite for this role. Candidates without this foundation will be unable to independently perform the core duties of the CSM position.Bachelor's Degree from an accredited univer