PWS Operations Manager GSC
Emerson
San Jose de Costa Rica, San Jose, Costa Rica
hace 16 horas

Description The PWS Global Service Center in Costa Rica provides support to the installed base of control systems in the Americas, and remote support to other world areas.

The group’s focus is to support customers maintain their Ovation DCS systems in optimal condition and solve all customer product issues related to PWS products.

The Operations Manager for the Global Service Center is an essential part of the PWS Lifecycle Service Organization, with responsibilities for leading and supervising a group of approximately 40-

50 engineers. Duties and Responsibilities Lead and manage the Emerson Power & Water Solutions Global Service Center in Costa Rica.

This position requires growing and developing the GSC to provide 24 / 7 / 365 world wide support. Establish close working relationships with all world areas to improve support infrastructure and to align and coordinate support services worldwide.

Develop and implement advanced services to support all world areas.Ensure the highest level of customer service is being met based on customer satisfaction & Schmidt survey results with an emphasis on response time, availability, technical skill level, providing effective solutions, problem resolution, responsiveness in emergency situations, demonstrating efficient analytical & troubleshooting skills.

Meet the productivity and quality objectives of Power & Water Solutions for : service volume, customer satisfaction, and high-

quality installation and support service. Supervise personnel, equipment and capital resources to expand the SureService programs and maintain strong customer satisfaction in Power & Water Solutions.

The manager’s essential functions are as follows : - Drive the mission and vision for the Global Service Center, while fostering an environment todevelop great engineers and future leaders.

  • Meet and maintain customer confidence and satisfaction of SureService Support programs.- Develop the Global Service Center to deliver best in class worldwide customer service.
  • Grow the SureService collective knowledge base thru training, project & site experiences.- Develop SMEs for rapid call resolution & escalation purposes.
  • Arbitrate and resolve disputes concerning personnel, technical and commercial matters both with our customers and internal to Emerson Power & Water Solutions.
  • Participate in new product / service planning and manage all necessary staffing efforts.- Hire and develop Global Service Center employees and leverage expert resources to meet thedemands of the service business and future growth.
  • Prepare monthly reports of SureService metrics on a regional and world area basis.-Establish strong working relationships with and be an integral part of North America (NA) Support organization.
  • Requirements - Education and experience includes a four-year degree in BSEE, BSME, BSCHE or Computer Science or equivalent;
  • MBA or equivalent advanced degree is preferred-Strong Knowledge in Plant Automation and DCS (distributed control system), at least 5 years of experience in project engineering and / or field service-

    3-5 years of experience in Group Management, Site Management and / or Project Management, with ascertainable experience managing several technical projects at the same time, is required-

    The position requires an advanced level of English B2 (additional languages are advantageous)- Excellent interpersonal, communication, and leadership skills-

    A superior business understanding and the ability to work effectively with internal and external customers are essential.

    Key Competencies Manages AmbiguityAttracts Top TalentManages ConflictCourageInterpersonal SavvyOrganizational SavvyDrives Vision and PurposeOptimizes Work Processes Working conditionsThe position requires up to 30% travel.

    Working days and hours are based on business need, but will include after hours, weekends, and holidays; as necessary to ensure the success of the GSC.

    Direct ReportsPWS Global Service Center and Cybersecurity Supervisors

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