Sr Services Staff Manager - Customer Service Management

15 Oct 2016
31 Jan 2017
Oil and Gas
Contract Type
Full Time
As part of Installation, Commissioning & Maintenance services for its Steam/Gas Turbine & Generator fleet,managing of resources & logistics required to perform services & maintenance activities on customers' site/property. These activities contribute to maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services for equipment covered by Long Term Services & Transactional Contracts.

Essential Responsibilities

• Act as the single point of contact to Customers for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area
• Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support Customers
• Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area
• Lead execution of Planned & Unplanned outages executed under Long-Term & Transactional contracts
• Support sourcing requirements of material & services as required; Approve / Submit Purchase Requisitions (eRFM)
• Support Sales / Commercial Ops team in preparing Job Cost Estimates, identifying Field Resource requirements
• Manage activities in various systems / applications used by Field Service Operations e.g. Field Service Portal, Smart Outage / Field Vision, Charlie ERP, PMX etc.
• Work with Operations Leader in ensuring compliance to Service metrics (Fulfillment 5 - EHS/ Quality/ Timeliness/ Cost/ Productivity)
• Interact with CPMs & Customer Engineering on Outage Planning, Emergent Work readiness & specific issues related to CS Customers
• Provide work-scope, outage related material / services requirements to Sourcing Team and PO, vendor invoice payments support etc.
• Support Tool Centers in procurement, logistics, maintenance, calibration of tools in coordination
• Manage a team of Technical Field Advisors in developing / upgrading their capabilities, plan their technical / soft-skills trainings, review & improve their performances
• Participate in discussions about future Business priorities requiring interaction with other functions. Presents projects plans, technical roadmaps, risks and recommendations to senior Business Leaders within technical space and to senior leaders in partner technical teams


• Bachelor's degree from an accredited university or college with at least 15 years of relevant Industry experience out of which minimum 7 years of experience should be in Customer Service Management.
• Strong customer focus and team player mindset with passion for solving problems
• Excellent oral and written communication skills
• Strong interpersonal and leadership skills

Desired Characteristics

• Demonstrated ability to analyze and resolve problems.
• Demonstrated ability to lead programs / projects.
• Ability to document, plan, market, and execute programs.
• Established project management skills.
• Prior experience in Oracle / SAP based ERP's.