Service Manager- (Lead Chemical Engr)
Following are the roles and responsibilities of Service Manager (Lead Chemical Engr Level)
Manage the UOP service relationship with customers in the region.
Build strong relationships with each customer’s personnel across several levels of the organization.
Become knowledgeable of each customers’ refinery/plant configuration, processing goals and strategies.
Determine how UOP products and services might be applied to meet customers' processing goals.
Collaborate and Support CSO business to meet service financial targets.
Oversee all customer service interactions with UOP and ensure necessary agreements are in place.
Visit customers’ sites regularly for in-depth discussions and consultation on current operations, process performance, and any other issues relating to UOP technology transfer. Proactively engage customers to obtain and/or review operating data to enable value added technical support.
Manage the troubleshooting efforts for the assigned customer base with the help of UOP’s Technical Service Department personnel as necessary to ensure that timely, accurate and effective support is provided to maintain overall customer satisfaction.
Support new unit start-up and catalyst reload activities, determine and coordinate work scope and schedule for UOP site-support.
Work closely with UOP CSO counterparts to share customer intelligence and develop specific strategies to target, win and retain future business, as well as prospecting for new business opportunities.
Promote the development of the UOP in-country service presence by support of activities such as, but not limited to, mentoring of new locally hired CDP engineers, and development of UOP training products and facilities in country.
Work with customers and legal to draft and finalize the applicable service agreements.
Assist in collection of receivables.
Prepare meeting and activity reports and maintain customer account plans and SFDC.
Assist in preparation of, and participate in, UOP Regional Technical Symposia and Sales Meetings.
Goals
Participate in UOP technology trainings/seminars and develop SME skills on one of the key UOP technologies.
Drive NPI rollout and performance service initiatives within the region, e.g. Elite Services, PTAs and Connected competency.
Support in achieving regional service revenue and connected units target.
Mentor peers in the service team and prepare them for future roles within the CSO.
Participate in solution selling and relevant sales training workshops.