Air Products (Middle East) FZE Hiring for Aftermarket Field Service Manager at Dubai Full Time

This position has accountabilities in three broad areas: 

• Management of the Team
• Oversight of Field Service Jobs, Machinery Support Requests, and Fleet Management
• Growth of the Business

Management of the Team

• Manage a team composed of 18 direct reports; 2 Field Service Coordinators, 14 Field Service Engineers, and 2 Machinery Engineers.
• Hire and develop employees by providing appropriate coaching, technical and work process training, job reviews, and feedback.
• Manage and assign work (field service and technical support requests) ensuring skills gaps are understood and mitigated with appropriate training or mentoring.
• Ensure the team represents Rotoflow well in front of customers with professionalism.
• Conduct regular coaching, performance reviews, performance management. Ensure group goals are translated into individual objectives and team members are engaged and understand their roles.
• Ensure safety excellence, vigilance, and manage safety risks proactively; ensure all individual L1 BSP activities are complete, and compliant.
• Approve all expense reports and ensure compliance with policies. Monitor individual workload and utilization, prioritize work, and seek resources or work as needed.
• Forecast and develop resource plans that meet medium and long-term business needs.

Management of Field Service Jobs, Machinery Support Requests, and Fleet Management

• Review requests for quotation, define work scope when needed independently or with assistance from other functions, and maintain the field service schedule with potential field jobs.
• When jobs are awarded, select and schedule qualified, available personnel including necessary support resources for the field service work.
• Conduct all necessary trip preparation activities including contract review, scope definition, safety reviews, travel preparations.
• Monitor daily reports from the team and provide guidance when needed and monitor for safety and customer satisfaction.
• Ensure compliance with proper time charging and billing policies including customer timesheet approvals prior to demobilization.
• Ensure trip reports are generated at the completion of all trips documenting scope of all work performed, and review for accuracy.
• Ensure customer invoices are generated in a timely manner resulting in flawless accounts receivable performance.
• Seek customer and internal feedback and conduct lessons-learned after each field service job to ensure continuous improvement and profitability targets are met.
• Assign and manage machinery support requests which include remote troubleshooting, customer field inquiries with an eye toward moving customers toward paid support.
• Assign Machinery Engineers to lead RCA’s for the purpose of supporting customer reliability improvements and warranty investigations.
• Maintain and manage fleet maintenance and reliability records and other equipment, ensure data is analyzed for opportunities and provide feedback to Sales and Product Teams.

Management and Growth of the Business

• Work with Global Functional Owner and other key stakeholders to document and train on existing work processes, tools, and systems and drive for compliance.
• Ensure roles and responsibilities across the field service team are clear, documented, and maintained, including the revisions of the Field Service Coordinator roles, the Machinery Engineers, and the Field Service Engineers.
• Benchmark against internal and external world-class aftermarket field service organizations to identify gaps and opportunities for improvement with approaches, policies, work processes, tools, and systems and develop plans with Global Functional Owner and other key stakeholders.
• Develop appropriate resource plans with right global footprint as well as appropriate flex arrangements with internal teams and external partners to ensure Rotoflow can meet customer support needs.
• Develop differentiated capabilities and services from installation, commissioning, startup, performance assessments, troubleshooting across mechanical, engineering, I&E needs for equipment.
• Grow the business and drive utilization; work with Sales team to network and engage key Air Products personnel (ESPS, IG, etc) who are involved with providing and needing field services to develop relationships and opportunities to flex resources.
• Work with Sales to ensure the field services team provides appropriate support to the sales team providing site assessments and technical support to grow order intake.

Skills

QUALIFICATIONS

• A strong safety focus, with a full understanding and ability to quickly learn varied EHS regulations and the Company’s Global EHS policies and procedures.
• Minimum of technical trade training or equivalent technical degree for highly experienced candidates; BS Mechanical Engineering degree preferred.
• Experience with service of machinery and machinery systems necessary for effective scope development and scheduling of resources to meet customer requirements.
• Good business aptitude, ability to understand impact of actions on order intake and profitability of the business.
• Strong leadership, supervision, and interpersonal skills, with ability to coach, manage, and set direction for a globally diverse team operating in multiple time zones.
• Track record of developing high-performance teams, onboarding new employees, technical training, etc. 
• Ability to handle stress and manage multiple competing priorities in a fast-paced environment.
• SAP experience, including ability to work with service orders.
• Work collaboratively across the business to ensure successful field service and technical support needs.
• The ability to understand, implement, and meet the schedule commitments to meet critical customer completion requirements.