Digital Customer Reliability Manager / SME

Job Description Summary

Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Impacts the team's ability to achieve service, quality and timeliness of objectives. The role is subject to operating policy objectives. There is moderate autonomy within the role. High levels of operational judgment are required to achieve outcomes required.

Job Description

Roles and Responsibilities

• Leverage industry experience, equipment knowledge, software know how, and customer satisfaction skills to deliver world class predictive analytics and monitoring solutions to assigned customer accounts.
• Requires specialized knowledge within the function. Influence the development of strategy for the area of responsibility, including control of resources and influences policy formulation.
• Extensive experience in the Power, Oil & Gas and Petrochemicals Industry with core experience in Rotating & Stationary Equipment Reliability Engineering, Maintenance, Operations, Installation & Commissioning.
• Interprets simple internal and external business challenges and recommends best practices to improve products, processes or services. Stays informed of industry trends that may inform work.
• Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering. Has ability to assess quality of information given and ask pertinent questions to stakeholders. Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations. Uses multiple internal and some external sources outside of own function to help arrive at a decision.
• May lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicates difficult concepts and may influence others' options on particular topics. May guide others to consider a different point of view.

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• This role requires significant experience in the Services & Digital Customer Reliability. Knowledge level is comparable to a Master's degree from an accredited university or college ( or a high school diploma with relevant experience).

• Strong oral and written communication skills. Strong interpersonal and leadership skills. 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.
• Hands on experience in Operations, Maintenance, Engineering, Refurbishment/Repairs & Condition Monitoring, for Rotating and Stationary Assets including Gas Turbines (Frames & Aeros ), Turbo Compressors, Steam Turbines, Expanders, Diesel Engines, API Pumps, Gearboxes, Centrifuges, Chillers, Columns, Exchangers, Oxidizers, HRSGs/Boilers, Dry Gas Seals. Well versed in Project management. Experience delivering value to customers through Advanced Predictive Analytics and Reliability Management Solutions.