Sr. Service Account Engineer

Job Summary:

The Sr. Service Engineer is responsible for managing the overall service support activities within the organization. This role involves leading subcontractors, developing and implementing service procedures, and ensuring compliance with industry standards and regulations. The Sr. Service Engineer conducts regular audits, reviews support data, and collaborates with other departments to address service issues and drive continuous improvement. Key responsibilities include managing support documentation, providing training and development opportunities for staff, and reporting on support performance to senior management. Service with a mindset to improve customer lifecycle experience with focus on Aftermarket spare parts and replacement pumps. Responsible for managing and profitability of assigned customer account from inquiry to quotation to diagnosis to service completion to billing completion.

Responsibilities:

Customer Service:

• Ensure prompt and efficient handling of customer complaints.

• Monitor and improve customer satisfaction ratings.

• Handle difficult or complex customer issues.

• Implement strategies to improve customer retention and loyalty.

• Communicate with customers to gather feedback and suggestions for improvement.

Process Improvement:

• Analyze and identify areas for improvement in the technical solutions.

• Develop and implement new processes and procedures.

• Regularly review and update existing processes to improve efficiency and effectiveness.

• Collaborate with other departments to streamline processes and systems.

• Monitor and analyze data to identify trends and make data driven decisions.

Communication:

• Maintain open and effective communication with team members and other departments.

• Provide regular updates and reports to management on team performance and customer satisfaction.

• Communicate any changes or updates in processes or systems to the team.

• Address any customer concerns or complaints in a timely and professional manner.

Budget Management:

• Develop and manage the service budget.

• Monitor and track expenses to ensure budget compliance.

• Make recommendations for cost saving measures without sacrificing quality of service.

• Negotiate contracts and agreements with vendors and service providers.

Performance Analysis:

• Utilize data and metrics to analyze team and individual performance.

• Identify areas of improvement and implement strategies to address them.

• Regularly review and adjust performance goals and objectives.

• Conduct performance evaluations and provide feedback to team members.

Team Management:

• Understand team dynamics and effective management practices. Supervisors should be adept at balancing individual tasks with overseeing team performance.

• Conflict Resolution: Ability to address conflicts within the team professionally and constructively.

• Motivational Skills: Inspire and motivate team members to achieve their best.

Adaptability:

• Supervisors often encounter changing priorities and unexpected challenges. Being adaptable and flexible is crucial.

• Decision Making: Make informed decisions based on organizational goals and guidelines.

High Impact Behaviors:

• Leadership by Example: Supervisors should model the behavior they expect from their team. This includes demonstrating a strong work ethic, integrity, and commitment to the organization's values.

• Team Engagement and Development: Supervisors need to actively engage their team members, recognizing their strengths and providing opportunities for skill development. This also involves offering constructive feedback and fostering a supportive team environment.

• Operational Efficiency: Supervisors should strive for continuous improvement in processes, ensuring that the team works efficiently and effectively. This includes setting clear goals, monitoring progress, and adapting strategies as necessary.

Qualifications:

• A bachelor's degree in Mechanical/Electrical Engineering or a related field that provides exposure to fundamental theories, principles, and concepts.
• Minimum of 4 years experience, with at least 1 year experience as a people manager.
• Lifecycle experience with a focus on Aftermarket spare parts and replacement pumps preferred.
• Experience with submersible pumps is preferred.
• Hands-on pump servicing and troubleshooting experience is preferred.
• Ability to manage and coordinate subcontractors to diagnose and resolve complex pump failures and breakdowns.
• Ability to lead site troubleshooting, root-cause analysis and service recovery while maintaining clear communication with customers.
• Class 3 Driving Licence required.
• Strong troubleshooting capability.
• Ability to oversee work in industrial maintenance and service environments.
• Capacity to manage complexity while coordinating external partners .
• In-depth understanding of inventory management principles and practices.
• Experience with developing and implementing inventory management policies and procedures.
• Excellent organizational and time management skills.
• Strong analytical and problem-solving abilities.
• Effective communication and interpersonal skills.
• Proficiency in inventory management software and systems.