Lead Services Specialist - Customer Contract Management

Job Description Summary

Job Description

Key Responsibilities

• Responsible for the profitability and customer satisfaction for assigned contracts · Provide both service agreement, and time and material program management · Assist in sales campaigns for new contracts and proposals · Assure timely resolution of customer issues and customer satisfaction for assigned contracts · Interact with members of the customer service, parts & transactional services, field service, repair service and/or other teams · Function as liaison between internal organizations and customers for assigned contracts.
• Includes direct people management responsibility including staffing and performance development. Utilizes in-depth knowledge of a technical discipline and analytical thinking and technical experience to execute policy/strategy.
• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market
• Uses some judgment and has some ability to propose different solutions outside of set parameters to address more complicated manufacturing processes with technical variety and/or interdependent production cycles. Uses technical experience and analytical thinking. Uses multiple internal and limited external sources outside of own teams to arrive at decisions.
• Acts as a resource for colleagues with less experience. May lead small projects with low risks and resource requirements. Explains information; developing skills to bring team members to consensus around topics within field. Conveys performance expectations and may handle sensitive issues.

Required Qualifications

• Bachelors degree in Electrical, mechanical engineer or related field
• Minimum 3 years of experience in customer contract management in the Electrical sector, or minimum 5 years as Resident Engineer with local clients
• Fluency in French , English and Arabic
• Travel frequency 30 %

Desired Characteristics

• Highly collaborative with demonstrated capability for driving change
• Demonstrated capability in leading through influence in a matrixed global organization
• Demonstrated ability to analyze and resolve problems
• Demonstrated ability to lead programs / projects
• Experience interfacing with customers
• Customer-focused with clear, concise written and oral communications to the appropriate level
• Practical knowledge of LEAN/Six Sigma techniques including Hoshin Kanri
• Humble, open, collaborative, and continuously learning
   

Additional Information

Relocation Assistance Provided: No