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Rotary Equipment Service Manager

Job description

Position:       Service Manager
Open to:       Locals & Expats
Location:       Basra 
Work type:   Full-time
Client:          International  Oil field Equipment Supplier 

Roles Summary
  • Provide technical expertise to resolve product problems in the field.
  • Travel to job site to resolve issues as required, support field start-up requirements and paid customer service calls. 
  •  Train customers and employees on operation and maintenance.
  • Receive customer complaints and take corrective action to resolve them. This may involve negotiating settlements with customers, investigation of the order file, etc. to identify the specifics on a product shipped or working with other departments to determine and carry out the appropriate action. 
  • Work close with Sales Team to establish and grow up service presence. Get the personnel training on a regular base (personnel training programs (theory and practice), special tools and diagnostic equipment).
  •  Work on getting and executing Service agreements. Providing the Service agreements with customer (presentations, customer personnel trainings). Handling agreements for technical audit on customer site for the upgrade and characteristic optimization.
  • Before acting as a technical competent person must be a role model in embracing a culture of HSE, Quality and Compliance.
  • Provide technical expertise to resolve products/systems problems or recommend improvements for customer installation. Perform rotating machinery and system diagnostic and analysis including review for example of pumps application and operation, pump design and materials, pumps vibration. Identify and resolve any defect(s).
  • Provide Failure Analysis and Field Reports for customers + recommend upgrades and complete expense claims and time sheets to cover on site visits.
  • Provide technical assistance to the COMPANY sales force and customers in troubleshooting and system problems.
  • Train customers and employees on operation and maintenance of rotating machinery  
  • Analyse customer warranty claims for validity and take necessary action to satisfy Company warranty policy. Involve other departments, as required, to obtain resolution to warranty claims.
  • Support maintenance of complaints database to track warranty problem trends and generate monthly reports in accordance with ISO 9001 standards.
  • Be the main communication channel between customer and Company to ensure customer is happy with COMPANY products and services.
  • Document all procedures and recommendations and report to customer and Company.
  • Develop business at key accounts and support strategic account.
  • Utilizing Problem Solving skills, engineering instructions, drawings and process instructions during start activities, overhauling, maintenance
  • Preparation of job planning documents based to Assignments Scope of Work (Installation, Upgrade , Outage )

Minimum Requirements:
  • Education: 4 years Technical (BS in Engineering is preferred) 
  • Experience: 10-to-15-year experience in Rotating Machinery maintenance, commissioning and Service.
  • Strong interpersonal and leadership skills

Other skills /knowledge / Experiences:
  • Strong knowledge of rotating machinery
  • Hydraulics and Vibration Analysis experience
  • Work well under pressure in the field
  • Able to travel with short notice.
  • Effective interpersonal and communication skills
  • Effective reporting skills (Microsoft Office knowledge)
  • Highly organized  
  • Takes initiatives.