Technical Service Manager - EMA

This permanent position, based in Abu Dhabi, UAE, involves leading technical services for steam turbines and centrifugal compressors within the turbomachinery and rotating equipment sector. The successful candidate will manage all technical, commercial, and ethical aspects related to these critical systems, ensuring their efficient operation and customer satisfaction. This role offers an opportunity to drive excellence in a highly specialized and dynamic industry.

PURPOSE OF THE JOB
Manage all technical, commercial, and ethical aspects related to the assigned technical services area of responsibility.

• Develop and maintain resources, staff expertise, and flexibility to meet requirements in a timely, efficient, and customer-oriented manner while minimizing product, warranty, and operating costs. Key team activities may include:
  • Developing solutions to field technical problems
  • Providing direct technical support to internal and external customers on new apparatus and global service projects
  • Participating in root cause failure analysis
  • Conducting engineering studies
• Develop and maintain departmental procedures to effectively train personnel, comply with ISO standards, and meet associated business objectives.
• Serve as the primary customer contact, managing all priority issues related to the assigned technical services area of responsibility.
• Act as a process leader and quality champion for intra- and inter-departmental issues.

NATURE OF THE JOB

• Develop a customer-responsive technical services team to effectively meet requirements, maximizing customer satisfaction and Elliott’s business success.
• Focus on managerial concerns of projects such as cost, completion dates, and resource allocation. Provide resolution of issues and monitor the integration of work.
• Ensure timely execution of activities to meet customer satisfaction, regardless of internal resource availability and workload.
• Manage the customer interface to enhance the customer’s perception of Elliott Company.
• Control priorities, schedules, and related resource issues.
• Activities are generally governed by established procedures, although unique situations frequently arise due to varying customer specifications.
• Develop and integrate process improvements into daily activities.
• Provide timely technical support to develop solutions to field technical problems, participate in root cause failure analysis, conduct engineering studies, and offer direct technical support to field service, service centers, or customers.

SPECIFIC JOB RESPONSIBILITIES/COMPETENCIES

• Provide leadership and direction to technical service engineers.
• Serve as the technical focal point, supporting both internal and external customers.
• Coordinate technical activities between global regions, Sodegaura, and/or Jeannette.
• Provide support to field service and service centers for major projects and overhauls.
• Execute product warranty, including investigations and corrective actions.
• Plan, perform, and direct major investigations, projects, and related activities that require independent action and decision-making, and can have significant financial impacts concerning warranty and company liability.
• Visit customers and equipment installation sites to gather information, troubleshoot problems, and implement corrective actions.
• Collaborate with other departments to ensure timely and effective resolution of field problems within the assigned area of responsibility.
• Liaise with other engineering departments on specifications, manufacturing, assembly, material quality, testing, repair, performance, and operation for assigned products. This includes consulting with service groups on re-rates, defective parts, new part orders, engineering studies, and design changes.
• Assist with the technical aspects of sales/project execution activities when necessary.

BACKGROUND and EXPERIENCE

• Educational background - B.S. in Engineering with 10 years of related experience or equivalent.
• Experience in negotiations, customer relations, and organizational dynamics.
• Detailed understanding and knowledge of Elliott products.
• Established knowledge of Elliott processes, procedures, and personnel.
• Knowledge of financial parameters governing Elliott's goals.
• Experience in planning, execution, and team leadership.
• Proven logistical, analytical, and problem-solving skills.
• Strong communication skills, both verbal and written, including conflict resolution.
• Ability to integrate Elliott’s safety, quality, and business initiatives and goals into departmental processes.

Base Location

Abu Dhabi, UAE

Job Type:

Full time, Permanent

The world turns to Ebara Elliott Energy.

Customers throughout the world choose Ebara Elliott Energy for the design, manufacture and service of their critical rotating equipment. EEE’s global service network routinely installs, overhauls, repairs, upgrades and rerates machines from any manufacturer. Customers everywhere turn to us for precision engineering, extraordinary reliability and unparalleled service.

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