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Global Service Delivery Lead

1 week ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

At lxbfYeaa, we strive to create a workplace where every voice matters and everyone can thrive. As a key member of our team, you will play a crucial role in delivering exceptional service to our customers and driving business growth.

Job Overview:

This role is responsible for managing the team of Field Service Technicians (FSTs) and company operations in Qatar and Kuwait. The successful candidate will act as the primary focal point for customers during operations, provide sales support, and compile field service orders. They will also be responsible for ensuring quality issues are communicated and documented and lead the service-related nonconformance report (NCR) effort.

Key Responsibilities:

  1. Customer Operations: Acts as the primary contact for customers during operations, including pre-planning, equipment delivery, installation, troubleshooting, FST coordination, aftermarket LOF support, FNCRs, service tickets, and service invoicing.
  2. Service Support: Provides sales support to ensure customers are fully informed of all aspects of the job, particularly technical sales. Compiles all field service orders, job reports, customer feedback, and accountable for the timely submission of these documents.
  3. Team Management: Manages a team of FSTs, including coordinating their activities, providing guidance and training, and ensuring they meet performance expectations.
  4. Commercial Proposals: Supports commercial proposals, including preparing quotes, responding to RFIs, and negotiating contracts.
  5. Safety and Quality: Ensures all quality issues and documentation, including equipment and procedural defects, are communicated and sent back to service management. Raises NCRs for any identified nonconformities and leads the service-related NCR effort, including efforts with customers to identify true causes of NPT.
  6. Reporting: Reports to the Area Manager, Qatar & Kuwait, with a dotted line to the Region Service Manager.

You Are Meant For This Job If:

  • Candidates with at least 10 years of relevant work experience in wellhead installation, MMR, and strong customer-facing support.
  • Previous track record as a customer-facing focal point for service and aftermarket operations support, preferably with an NOC. Understanding of the complex demands of this role and requirements to be available for support at irregular hours.
  • Experience working in the field installing WH systems, strong technical support, including problem-solving skills required.
  • Ability to read and understand design drawings and make hand sketches to explain to internal/external customers.
  • Experience managing a team of FSTs.
  • Experience working on commercial proposals and ability to support technical sales efforts.
  • Able to perform moderate complex calculations and support engineering teams with feedback and 'real-life' experience.
  • Ability to understand, troubleshoot, explain, and teach others about technical tools and instruments required to perform duties.
  • Comfortable in pressurized situations, receiving difficult feedback from customers, and able to respond constructively and calmly to solve issues as they arise.
  • Previous experience working within a small, diverse team of different nationalities and ability to manage a team with similarly diverse backgrounds.
  • Knowledge of applicable theories, practices, and accepted internal business processes and procedures.