Overview & Responsibilities
The Director of Global Technical Services will provide leadership to the Global Manufacturing operation in their technical support efforts. Position provides technical support involving solutions to field equipment problems worldwide, working in collaboration with Regional Technical Service Managers; which includes failure analysis and detailed engineering studies on customer equipment worldwide; administers new apparatus warranty policy and expenditures worldwide; carries out global commercial decisions/settlements; evaluation of Ebara Elliott Energy equipment reliability; provide technical support to Project Engineering for new apparatus orders; issue recall notices for legacy equipment; issues recall & safety notices for legacy equipment; provides technical training worldwide to Ebara Elliott Energy customer base and Ebara Elliott Energy personnel as requested.
This role interfaces with all Ebara Elliott Energy Business departments as well as customer sites worldwide, promoting integration of support resources. Position provides Regional Managers with the required information for proper transition of new equipment orders dealing with the successful installation and start-up. Position interfaces with EETC personnel & equipment base to provide one integrated voice to the customer. Position requires a wide range of independent action and requires minimal support.
BACKGROUND and EXPERIENCE
- BSME, Engineering/Science degrees or equivalent degree / experience
- 10 years engineering experience with turbomachinery equipment
- 5 year minimum Supervisory Management experience including profit/loss responsibility
- Knowledge of accounting principles, procedures, and budgetary requirements
- Broad engineering knowledge base on turbomachinery components, operation, design, auxiliary supporting systems, controls, structural analysis, materials used, repair technology
- Capable of decision making and the recognition of the effects of decision on costs and expense control.
- Proficient at coordinating technical and business activities of engineering group
- Proficient at negotiating and resolving customer disputes
- Ability to communicate with customers and consultants at all levels.
SUPERVISION
- Position requires effective supervision of individuals with different expertise skills and backgrounds. Has hiring, training, discipline, discharge, performance appraisal salary administration and development responsibility and authority. Individual sets policies within department and resolves conflicts.
- Position also requires that individual indirectly supervises others not under direct report.
SPECIFIC JOB RESPONSIBILITIES/COMPETENCIES
- Supervises, motivates, and directs day to day activities of Technical Service Engineering, Repair Technology Engineering, and Reliability Control Engineering to provide complete and prompt technical information for resolution of questions or troubles of either routine or emergency nature worldwide. Includes backup support to Regional Technical Support Managers as requested to promote one voice.
- Responsibility includes resource allocation, scheduling, and cost containment.
- Provide direction and assistance in the professional growth of all department members through varied experience, opportunities, training and seminars.
- Promote EETC & ETCI integration focusing primarily on Global Service activities.
- Develops manpower to furnish technical support to field service / sales and customers regarding equipment problems and their resolution on Ebara Elliott Energy products worldwide. Efforts are directed at reducing customer downtime, lost production and any potential Ebara Elliott Energy Liability.
- Create and maintain close working relationships with all global Regional based service operations, sales departments, other engineering departments, customers and provide key contact in assisting in any possible way.
- Maintain a responsive customer technical support organization.
- Administers Ebara Elliott Energy warranty policy both conceptually and financially on Ebara Elliott Energy products worldwide to minimize out-of-pocket costs while satisfying company obligations to customers.
- Collaborates with Rerate & Engineering Services & Modifications, and EPD, CP & IPD Product Engineering in the development of new products and the improvement of existing products from a service standpoint. Includes preparation and assistance in scheduling of experimental programs for the development of field modifications to existing equipment.
- Sponsor & Coordinate Global Service R&D Projects through gated process.
- Provides focal point for field or customers to report equipment troubles on Ebara Elliott Energy designed equipment worldwide.
- Collaborates with Regional Service Engineering, Product Engineering, Service Parts, Purchasing and Service shops to insure prompt, effective problem-solving of reported field troubles, through engineering analysis and determination of root cause for failures on major equipment. Report outs done through representation at EPD, CP & IPD Problem Prevention Team Meetings.
- Develops, sponsors and / or presents programs for training. Programs may be for Ebara Elliott Energy personnel, customer personnel, and may be held at site or in plant.
- Business development and daily operation of Technical Services Department in coordination with Regional Technical Service assets.
- Assists in preparation and control of departmental expense budget and manpower requirements including promotions, transfers, pay increases and disciplinary actions. Approves expense reports, overtime, and foreign duty and hardship bonuses.
- Maintain a working atmosphere conducive to motivated work ethics, positive productivity, personnel self-satisfaction and growth.
- Administers Ebara Elliott Energy warranty policy both conceptually and financially on Ebara Elliott Energy products worldwide to minimize out-of-pocket costs while satisfying company obligations to customers.
- Resolve major conflicts between customers and Ebara Elliott Energy regarding warranty and other claim issues.
- Provide technical assistance to legal staff on litigation matters and represent company technically and commercially in troublesome service, sale or contract related circumstances.
- Pursues, assigns, and assists with engineering studies, failure analysis, testing, troubleshooting, life assessment etc. for customers on paid consulting basis.
- To represent Ebara Elliott Energy at all times as a professional and ethical organization.
- Develop and sustain a Safety Culture within the Department, including the Regional Office resources.
Equal Employment Opportunity
Ebara Elliott Energy is an equal employment opportunity/affirmative action employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, genetic information, disability, veteran status, or any other characteristic protected by the federal, state or local laws of the United States. Applicants and employees are protected under U.S. federal law from discrimination. To learn more, click here.
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No agency submissions please. NOTE: Resumes submitted to any Ebara Elliott Energy employee without a current, signed and valid contract in place with the Ebara Elliott Energy recruiting team will become the property of Ebara Elliott Energy and no search fees will be paid.
