Service Customer Manager (f/m/d) NEW

Job description

The Customer Service Management team at Vestas is tasked with ensuring high-quality customer experience under our service agreements. As part of the Offshore Service Operations organization, you will join a collaborative team of over 500 colleagues working to deliver services for offshore wind farms. This role involves strategy work, operational quality, health & safety, technical case handling, and delivering services on wind turbines offshore.

The Service Customer Manager is responsible for developing and maintaining effective relationships with customers throughout the Service Contract phase, serving as the primary contact point for complex contract discussions, performance issues, and relationship matters, including escalations and negotiations arising from our provided service performance.

Responsibilities

• Build strong customer relationships: Cultivate and maintain strong customer relationships based on trust and value creation
• Primary customer contact: Serve as the main point of contact for commercial, contractual, and major operational issues under a service agreement
• Promote customer centricity: Leverage your knowledge and proficiency to ensure that the customer perspective is prioritized in decision-making throughout the value chain
• Facilitate strategic engagement: Apply a strategic approach to engaging with customers, facilitating dialogues to solve issues and coordinating with regional and cross-organizational stakeholders to ensure cohesive communication
• Optimize profitability: support the Service Cluster’s PnL ownership by developing strategies and negotiating settlements that improve profitability
• Warranty management: Manage defect warranty obligations, providing commercial input and facilitating customer negotiations to resolve complex issues

Example of Day-to-Day Activities

• Customer interaction: Represent Vestas and its service strategy towards our customers, as well as contractually for official/contractual communications
• Meetings and reporting: Facilitate regular customer meetings, maintain action logs, prepare formal correspondence, and deliver customer reports
• Quotations and Proposals: Deliver quotations for additional services by collaborating with operational and technical stakeholders
• Issue Resolution: Address customer issues independently and coordinate internal stakeholders and experts’ input to resolve requests
• Risk Management: Ensure Vestas is adequately informed about commercial risks and propose solutions to support Service Clusters in optimizing profit and loss

Qualifications

• Bachelor’s or Master’s degree in a commercial or technical field
• Minimum 5 years of experience as customer manager or similar, managing service contracts in a complex organization
• Experience in the energy sector, particularly wind energy is not mandatory, but it will be considered and valued
• Fluency in English is required, and additional language skills are valued

Competencies

• Strategic and Commercial Mindset:
  – Thorough understanding of financial principles and financial analysis
  – Comprehensive understanding of contracts and contract management
• Problem-Solving and Innovation:
  – Demonstrated ability to address complex issues and develop effective solutions
  – Focused on identifying and engaging relevant business stakeholders
• Interpersonal and Negotiation skills:
  – Advanced negotiation skills and the ability to de-escalate situations
  – Skilled in cultivating a collaborative atmosphere among team members
• Capacity to adjust and Initiative
  – Act decisively, take initiative, and promote continuous improvement
  – Navigate in a rapid environment and meet tight deadlines

What we offer

We offer a stimulating, interaction-driven role with great opportunities for professional and personal development in an inspiring environment. At Vestas, we are committed to supporting an inclusive and diverse work environment where everyone is encouraged to apply. We want to power the solution for many years to come – and we want to leave no one behind on our journey. Creating a space where our people can thrive, fulfil their potential, and belong by being their true selves, is essential to create a truly sustainable organization; one that serves our employees in an equitable and inclusive manner. We value the unique perspectives and experiences that everyone brings to our team. You will have the opportunity to work with a diverse team and contribute to the advancement of our offshore wind farm services.