Assistant Manager/ Manager - Service

Job Summary:

By joining us as Senior Engineer/ Assistant Manager Service, you will be handling Supervise a team of Field Service Engineers that respond to customer requests by phone, e-mail, and other forums.

In This Role, Your Responsibilities Will Be:

• Supervise a team of Field Service Engineers that respond to customer requests by phone, e-mail, and other forums.


• Customer interactions include product selection, order entry, order management, expediting, tracking, issue resolution, and quoting product availability and lead times.


• Lead day-to-day operations and workloads to deliver target service levels, train and coach Customer Service Engineers and supervise and evaluate performance.


• Respond to customer increased issues and work cross-functionally to problem solve, see opportunities for improvement, and implement solutions.


• Responsible for completing all service jobs in time as advised by immediate supervisor with minimum cost impact to company and with good feedback from customer/end user.


• Be responsible for day-to-day operations of a multi-site staff, including remote direct reports, to deliver target service levels and excellent customer care with every interaction.


• Develop policies and standard work procedures to maintain efficient operations and implement continuous improvements.


• Apply company ORACLE system to process orders, to manage service call queues, manage customer cases and provide the resolutions with customer feedback.


• Assist team in problem-solving and lead customer critical issues.


• Use sound judgment in decision-making, including Service Engineer allocation decisions for Emergency calls.


• Assign and balance workload and organize work schedules, and evaluate and approve timecards and vacation requests.


• Supervise and report customer service performance, and prepare and analyze team and individual performance metrics and provide corrective action when needed.


• Supervise and audit Customer Service interactions to ensure quality and identify training opportunities, working with the LCS Head to create team training and development plans.


• Conduct regular training, coaching, and mentoring sessions and deliver performance reviews for all direct reports.


• Ensure all service jobs which was assigned to field service engineers are completed within customer requirement under minimum supervision ensuring safe and efficient operations in accordance with Emerson Procedures.

Who You Are:

You keep in touch with customers, build the customer relationships, understand the importance and interdependence of internal customer relationships, balance planning with actions, research initiatives and try new approaches, You stay aligned with your goals and stay productive, focus on priorities and set stretch goals, apply systems and technology to stay on track, convert ideas into actions and produce results with new initiatives.

For This Role, You Will Need:

• Strong communication and presentation skills (verbal and written) in English communication with both Internal and External Customers.


• Sound Technical Knowledge in Control Valves and ESD Valves applications.


• Sound Technical Knowledge in Field Instruments like Valve Positioners, Controller etc. ,


• Excellent problem-solving, analytical, and decision-making skills.


• Excellent interpersonal skills and ability to lead.


• Ability to collaborate cross-functionally with multiple departments, including Technical Service, Sales, Credit, Marketing, Sourcing, and Planning.


• Strong drive for results.


• Proficient in MS Office applications, including Excel, Outlook, PowerPoint, Word, and Teams


• Knowledge of ORACLE is an added advantage.


• Knowledge on Site Safety Practices.


• Should be able to read, write and understand relevant Instruction Manuals, Safety Manuals, Engineering drawings, P&ID, previous site reports etc. ,


• Should be able to connect with customer in English and Hindi flawlessly.

Preferred Qualifications that Set You Apart:

• Degree or equivalent experience in Mechanical Engineering with minimum 12+ years field service experience on Valves, Actuations and Positioners preferably in the petrochemical, refining, oil & gas exploration and/or production industries.


• Knowledge of valve industry


• Good analytical skills


• Good communication and presentation skills


• Proficiency in Microsoft Office applications especially in Excel and PowerPoint and the vital skills to effectively apply technology and systems specific to the department required.


• Familiar with Oracle application of Betsy & Billy. EMS & ISO 45001


• Awareness about EMS & ISO 45001 practices


• Experience in ISO 14001:2015 - ISO 45001:2018 - ISO 9001:2015 procedures & instructions

Our Commitment to Diversity, Equity & Inclusion:

This philosophy is fundamental to living our company s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity & Inclusion at Emerson.

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